Improving Supply to meet Demand nationally through targeted programsIncreasing our Capability in an evolving market aligning with new projects of work and initiativesMeeting Business expectations on new project developmentsProject manage large scale product/training/up skilling/recruitment across the nationBuild cross business stakeholder relationshipsImprove compliance and alignment of national teams and groups to ensure ideal business operations are metProject manage… Show more Improving Supply to meet Demand nationally through targeted programsIncreasing our Capability in an evolving market aligning with new projects of work and initiativesMeeting Business expectations on new project developmentsProject manage large scale product/training/up skilling/recruitment across the nationBuild cross business stakeholder relationshipsImprove compliance and alignment of national teams and groups to ensure ideal business operations are metProject manage self identified areas of improvement, increasing efficiency and performanceImprove incident management and team leadership skills through leave coverageProvide resourcing assistance in flooding, storms, and bush fires across the nation Show less

Establish communications systems by installing, operating, and maintaining voice and data telecommunications network circuits and equipment on the NBN and PSTN networks.Plan network installations by studying customer orders and technical specificationsEstablish voice and data networks by running, pulling, terminating, and splicing cables; installing telecommunications equipment, routers; following industry standards; activating remote access tools; coordinating with… Show more Establish communications systems by installing, operating, and maintaining voice and data telecommunications network circuits and equipment on the NBN and PSTN networks.Plan network installations by studying customer orders and technical specificationsEstablish voice and data networks by running, pulling, terminating, and splicing cables; installing telecommunications equipment, routers; following industry standards; activating remote access tools; coordinating with contractors.Verify service by testing circuits and equipment; identifying, correcting, or escalating problems.Document network by labeling and routing equipment and cables; recording configuration diagrams and specifications.Maintain network by troubleshooting and repairing outages; testing network back-up procedures; updating documentation.Maintain customer rapport by listening to and resolving concerns; answering questions. (NPS rated)Maintain safe work environment by following codes, standards, and legal regulations.Keep supplies ready by inventorying stock.Update job knowledge by participating in educational opportunities; reading technical publications.Enhance department and organization reputation by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments. Show less

Conducting a variety of roles supporting our customers and field technicians through offshore contact centre closureSpecialising in legacy programming including PSTN and ADSL, Assisted Self Install support for customers, Wireless Order Management for 3G, 4G and 4GX technologies, and Technical Resolution Group support for mobile technologies.

Collaborate with other groups to ensure Business Initiatives are successfully implemented, tracked and supported with the Field Service Area (FSA) Collaborate with Customer Service Management (CSM) Workflow group to ensure resource requirements, peak load logistics, leave and RDO, and non-availability profiles are fully supported within the FSA Ensure best practice is achieved across all teams within the FSACollaborate with key stakeholders to ensure identified performance… Show more Collaborate with other groups to ensure Business Initiatives are successfully implemented, tracked and supported with the Field Service Area (FSA) Collaborate with Customer Service Management (CSM) Workflow group to ensure resource requirements, peak load logistics, leave and RDO, and non-availability profiles are fully supported within the FSA Ensure best practice is achieved across all teams within the FSACollaborate with key stakeholders to ensure identified performance recommendations are successfully implemented, tracked and supported within the FSASupport Team Managers in the development, implementation and tracking of performance improvement plans.Collaborate with key stakeholders to ensure implementation, tracking and support of Customer and People initiatives. Manage ad-hoc programs of work associated with successful implementation of new products and processes.Act as a single point of contact within the FSA for the management of Customer and/or Network escalations.Drive optimal financial outcomes within the FSA through effective analysis of individual team operating costs – Fleet, Materials, Overtime, Travel, LMT, Non-working Handoffs, Productivity and Quality.Provide day to day operational support to allow Field Manager & Team Managers to proactively spend more time in the field.Able to effectively communicate and embed tactical and strategic concepts.Demonstrated ability to act with urgency and responsiveness to stakeholder requirementsDemonstrated ability to prioritise multiple activities to deliver the best outcome for business and customersOperational knowledge and understanding of Field Service Delivery functions and processes within Telstra Show less

Develop cross-functional teams and break down silos to enable end to end customer service. Collaborate with Sales, Customer Service, and Field Services to improve customer engagement and experience. Work towards our T22 plan and assist with developing a framework to improve efficiency and reduce waste. Lead and develop consultant staff both onshore and offshore across a range of complaints. Maintain an NPS score above target year on year and work with missions teams to enhance… Show more Develop cross-functional teams and break down silos to enable end to end customer service. Collaborate with Sales, Customer Service, and Field Services to improve customer engagement and experience. Work towards our T22 plan and assist with developing a framework to improve efficiency and reduce waste. Lead and develop consultant staff both onshore and offshore across a range of complaints. Maintain an NPS score above target year on year and work with missions teams to enhance the NPS scripting to provide better understanding for our customers. Develop root cause analysis for consumer pain points and drive these upstream to be rectified at the core. Identify trends and manage anomalies to provide improved customer engagement. Work within budget each year, gradually improving efficiency and financial cost. Assist in building technological improvements for field-based staff to better serve our customers. Utilise digital tools to improve customer engagement and experience through improved back of house testing and data. Develop reporting specific to customer engagement and complaint remediation. Translate customer needs/requirements using technical principles into viable services, in a timely, cost effective way to ensure operational capability to deliver a quality service. Demonstrate excellent communication skills - written, auditory and oral. Demonstrate proactive involvement and the ability to work autonomously with effective time management skills Show less

Lead a team of staff engaged in a specific range of activities associated with the Installation, Maintenance and Repair of Telecommunications Networks and Services, across a defined geographic or demographic area, in accordance with contractual obligations and agreed cost and service parameters, which would result in the provision of a premium level of service delivery to these customers.

Develop and implement warehouse location system and new forms of pick slips. Reorganise stocks to better align with picking process.Achieve improvements in warehouse storage capacity and assist with normalizing forecasting and stock on hand levels.Work with purchasing to identify and remove slow-moving product lines in favour of fast-moving stock, improving stock on hand levels and decreasing backorders.Streamline the receiving process and remove 20% desk work.Repurpose sections… Show more Develop and implement warehouse location system and new forms of pick slips. Reorganise stocks to better align with picking process.Achieve improvements in warehouse storage capacity and assist with normalizing forecasting and stock on hand levels.Work with purchasing to identify and remove slow-moving product lines in favour of fast-moving stock, improving stock on hand levels and decreasing backorders.Streamline the receiving process and remove 20% desk work.Repurpose sections of the facility for optimal utilization and increase floor space. Show less