Meet objectives for team performance and individual performance of experts by providing effective feedback, coaching, and support. Minimise escalations through effective coaching and support as well as proper handling of calls escalated to the coach to achieve the right result. Drive a customer centric culture within the business by establishing process of continuous improvement. Lead and participate in recruiting and attracting the right talent and setting training and quality standard. Responsible for improving quality, productivity, and efficiency. Understand and effectively leverage metrics and other measurements (NPS, MTTR etc.) to drive team performance; use judgement and business acumen to balance metrics and resolve customer issues. Provide meaningful career and professional development for assigned experts, in partnership with leadership development staff. Coach and develop experts, including inspection and observation of expected behaviors and outcomes, actively engaging in day-to-day activities in the team.  Effectively use recognition, coaching, training, and other tools to lead experts and encourage high performance and employee retention. Create strong relationships with various stakeholders and implement ideas to improve Customer Experience. Coordinate, cooperate, and collaborate with other team leaders / coaches serving a shared customer base to ensure a seamless customer experience. Also responsible for other Duties/Projects as assigned by business management as needed.

 Effective monitoring, moderating and engaging with customer via digital platforms and voice. Managing end to end inbound and outbound customer enquiries in the skills - Service (Mobile/Fixed), Growth Support (Mobile/Fixed), Growth (Mobile/Fixed), Financial Services End to End(Mobile/Fixed) and Advanced Technical Support/Case Management (Mobile/Fixed) . Management of complex complaints to provide appropriate solutions and alternatives within the time limits and follow up to ensure resolution as Point-of-contact support. Manage end to end complex customer escalated enquiries through to resolution Support Coach with coaching activities, upskilling/capability build, and act as SME for new Experts to support in case management Support team members to resolve customer issues (escalations), retain customers and, continually improve customer satisfaction through detailed understanding of the business processes and applications Coaching & mentoring the team members to understand the pathways to assess the root causes of problems and helping them to operate independently by demonstrating OPTUS behaviors  Business process updates, live testing and resolving the issues in the CRM applications by collaborating with IT Teams Delivering "Customer Resolution" in one call with ZERO transfer (TOFU) Encouraging customers to transition to the digital platform through "My Optus" app by actively demonstrating the features & benefits to customers Helping the COVID teams' casual members to understand the process and resolve the calls as part of COVID emergency response  Train sales team members for tech support for COVID emergency response Actively trained and mentored the new team members (9 nos.) post COVID who in turn are delivering their KPIs successfully Effective team engagement and collaboration by organising and managing events such as farewells, birthdays, multicultural festivals etc. to improve team cohesion