Farrah Smith Email & Phone Number

Modbury, SA, AU

As a Realtime Manager at Telstra Consumer, I lead a dynamic team dedicated to optimizing contact center performance and delivering exceptional customer experiences. I oversee the deployment of TCC’s Real Time strategy, manage intraday resourcing plans, and drive end-to-end fault management for call routing and system issues. My role involves creating and.

Critcal role in shaping the future of the business by contributing to Telstra's long-term strategy, planning, and its execution. My strength in teamwork supports collaborating with a range of stakeholders and building strong relationships with senior stakeholders across the business. Exceptional analytical and communication skills to solve complex business.

Adelaide, South Australia, Australia

Contributing to the development of new ideas that assist with driving company strategy. Identifying and implementing business improvement opportunities by applying process modelling and continuous improvement methodologies. Contribute to the design and implementation of process solutions acrossTelstra.

Adelaide, Australia

Drive effective contact centre performance in real time to deliver outstanding customer service while implementing initiatives to deliver the companies long-term strategies and strategic objectives. Building relationships and networks with key stakeholders to deliver on superior service level performance and to drive change.Achievements Telstra Excellence.

Providing a strategic long-term view of capacity by channel including budget modelling, managing industry partner forecast process and forecasting FTE and workload requirements. Assessing and supporting strategic initiatives outlining any performance risks and any mitigations required to implement and deliver successfully and seamlessly. Achievements.

Monitor all queues in real time identifying resourcing gaps and taking remedial action where appropriate. Act as a single point of engagement between Industry Partners and Telstra centres around real time performance and issues. Drive end to end fault management for all call routing and Workforce Management system issues, including escalating issues.

Adelaide, Australia

Responsible for creating and maintaining agent’s schedules across onshore contact centres, ~600 personal across 5 sites with multiple call type requirements based on call volume and traffic patterns. Planning of training ~2 weeks out, leave and other activities to ensure requirements are met and service levels achieved.

Townsville, Australia

Provided excellent customer service whilst achieving daily and weekly sales/operational targets.