Telstra is Australia's leading communications provider and an employer of choice, with a reputation for being first to market with innovative products using emerging technologies."

Telstra Plus provides expert in-home/office and phone technical support for a wide range of technologies including the set-up of a new home/office network, comprehensive support for home/office networks and other computer related issues. We will also provide premium levels of service over traditional telephony and the design and integration of customer's Digital Home or Digital Business network cabling.

We currently have a newly created role within this exciting new business unit for a Service Manager. You will be responsible for leading and managing the delivery of Telstra's Mass Market Premium technical support services and help Telstra Plus achieve its vision to become "Australia's trusted advisor in network integrated services within the home/ small business environment". 

Key Accountabilities:

• Manage service delivery & operations of the telstra Plus Call Centre, ensuring the centre's compliance to financial & non-financial targets.
• Operationalise and implement the agreed Telstra Plus plan, escalating unanticipated variations for approval
• Human Resource management and the ongoing recruitment of new Telstra Plus professionals
• Create a stimulating environment where Telstra Plus professionals are engaged and thrive
• Communicate and ensure understanding of the Telstra Plus business plan to the Telstra Plus team
• Design, implement and continuously improve process, products and systems within Telstra Plus to optimise performance
• Contribute to the development of the Telstra Plus business plan, goals and measures

Experience:

• Strong background in a Call Centre Operations/Service Delivery role
• Solid technical knowledge
• Proven background in management in a KPI driven environment
• Exposure to MS Dynamics (desirable)
• Skills in strategic leadership
• Competency in organisational development
• Operational  change management experience  with well developed negotiation, communication  and interpersonal skills
• Strong Human Resource management experience including staff recruitment  and contracting
• Record of successful stakeholder management
• High level financial management, analysis and reporting skills.

When you think about Telstra, it's the people who make it a success so if you can see yourself excelling in this role hit the Apply Now button now!

Telstra, imagine the possibilities