Job Title Process Support

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

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 to 8pm AEST seven days per week, subject to change with operational needs.

Key responsibilities
- Analyse intraday resourcing plans to identify gaps and customer experience risks.
- Ensure mitigation plans are actioned and successful.
- Ensure significant or recurring gaps are escalated to the appropriate stakeholders.
- Create and own daily real time reporting and service level reviews.
- Manage current day performance, drivers, impacts and actions from each channel function to mitigate and align performance to expected levels and escalate as required.
- Publish operational reporting to key s

📌 Process Support Professional (Bengaluru)
🏢 Telstra
📍 Bengaluru