Job Title
WFM Specialist
Job Summary
In the Process Support role, you’ll succeed by working collaboratively with stakeholders and process owners to assist in developing processes and procedures. Leveraging your high attention and process mapping skills, you will always be on the lookout for inefficiencies and opportunities to improve commercial, operational and customer metrics.Job Description
About the team
We are building a community of people who are encouraged to bring their whole selves to work. In a market characterised by brutal levels of competitive intensity, sameness is the enemy, and difference is a source of competitive advantage. We don’t want you to join just to “fit in”, we want to you to bring your magnificent weirdness to work and Belong. One of the reasons we are interested in you is because we are excited by the impact you might have on our culture.
Focus of the Role
As the Process Support, you will monitor and drive effective contact centre performance
across all queues and contact types in real time to deliver outstanding customer service and drive
advocacy
You’ll be empowered to implement initiatives to deliver on improved performance, and contribute
significantly to programs of work to drive improvements in contact centre efficiency, stakeholder
management, incident management and process development.
In this role, you will have to ensure that the Belong Contact Centres meet customer expectations through effective real time monitoring and strategies and empower them to deliver on driving customer advocacy through supporting tools and processes. Provide stakeholders accurate and immediate reporting around drivers behind queue performance challenges through regular forums and comprehensive reporting.
Please note: This role works a rotating roster, initially across seven days and will be rostered between the hours of 7am – 8pm AEST 7 days per week, subject to change with operational