WMC Subject Matter Expert
Primary Location: VIC - Melbourne
Job Description Summary: An exciting opportunity has arisen for a WMC Subject Matter Expert to join Service Stream in our Telecommunications team based in Melbourne.
About the Role
Service Stream's Telecommunications division is currently seeking a WMC Subject Matter Expert to join our growing company. The Subject Matter Expert will play a vital role in assisting Work Order Management Contact Centre (WMC) Team Leaders and managing to deliver timely, accurate and quality solutions to Service Stream's NBN Co. client and other internal Service Stream stakeholders, namely the Telecommunications business unit.
Nature of position: Permanent, Full Time
Location: Melbourne
Reporting Line: Team Leader
Key Responsibilities
This role is responsible for:
Support and guide the contact centre agents through our in-house and client process-based questions and queries.
Monitor and resolve issues and where necessary escalate situations where appointment times/Service Level Agreements are at risk or not being met.
Be the point of contact for escalations arising from relevant stakeholders and staff.
Identify improvement opportunities or performance issues that impact on the provision of excellent customer service and achievement of KPIs.
Assist with the implementation and roll-out of new and enhanced processes, systems and operational policies.
Be available to work shifts crossing a 7-day 24-hour operation.
About You
We are looking for a proactive and resilient candidate with excellent communication skills who is able to work with all relevant stakeholders. In addition to the above, we require an individual with:
Experience working in Contact Centres, preferably in Team Leader or Senior agent roles.
Sound knowledge of the telecommunications industry.
Proven experience working within a scheduling team in a dynamic, high volume, fast-paced environment.
Experience working on the National Broadband Network.
Experience in coaching or training within contact centre environments.
Knowledge of process development and mapping is desirable but not necessary.
About Us
Service Stream, together with its subsidiaries and affiliates, is a leading national service provider to develop and operate Australia's essential communications, energy and water networks in the telecommunications, utilities and transport industries. We specialise in the design, construction and maintenance of new and existing networks, and deliver end-to-end engineering and asset management solutions on behalf of our blue-chip client base.
Service Stream is an equal opportunity employer who believes diversity of thought, background and experience strengthens relationships and benefits our people, clients, and communities. We are committed to cultivating an inclusive and high-performing culture where our people thrive and are proud to bring their whole selves to work, inspiring a respectful and inclusive environment.
Department
Administration
How to Apply
If this sounds like you, apply now to the Service Stream Recruitment Team via the online application button.
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