Employment Type :Permanent

Closing Date :21 July 2026 11:59pm

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.

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.





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 stakeholders at regular intervals across 7 days/week.
- Identify customer experience risks and trends at high level business unit level and at queue level, and
- implement initiatives as required to deliver on improvements.
- Be agile and take a 'big picture' approach to assess key opportunities to deliver on superior customer service, across a number of complex groups, whilst supporting any specific requirements for each group.
- Own key programs of work and initiatives to deliver on the following streams: Incident Management,
- Business Continuity Management, Stakeholder Capability, Real Time Performance Management,
- Process Development and Governance.
- Propose tactical solutions, queue movements, etc, to drive intraday operational efficiency
- Effectively build networks and manage strong relationships with a broad and varied range of key stakeholders,



to deliver on superior service for our customers and to implement initiatives and changes to support this.
- Work and collaborate with colleagues’ cross company to drive change and obtain information
- Excellent communication, external partner and stakeholder engagement
- Design, build and automate, reports and dashboards
- undefined

Key Skills Required for Success

- Strong understanding of workforce planning principles , including demand, capacity, shrinkage, and coverage modelling.
- Ability to build schedules that are realistic, balanced, and executable , not just theoretically optimal.
- Experience translating forecasts into practical rosters aligned to operational realities
- High level of numerical accuracy and data discipline .
- Ability to identify inconsistencies, errors, or unintended impacts within schedules.
- Strong system hygiene across WFM tools, rosters, and leave records.
- Ability to partner with operational leaders, HR, and Workforce Planning peers.
- Takes end‑to‑end responsibility for assigned schedules or planning cycles.
- Ability to identify inefficiencies, manual workarounds, or inconsistent rules.
- Clear written and verbal communication.
- Basic intraday awareness to support limited RTA backfill.

We fully support flexibility and choice at Telstra and what we offer is as unique as you. Will you choose to work from home, in a Telstra workspace, or on the go? A regional location or the CBD? We want you to work where, when, and how you are most engaged, protected, and productive - wherever in Australia that may be. #WFH #Remote #Flexibility

If you're excited about the opportunity to be part of a team, committed to delivering amazing experiences to our customers - this could be the role for you!

📌 Process Support (Bengaluru)
🏢 Telstra
📍 Bengaluru