It starts with YES!
At Optus, we don’t sit back and wait for the future to happen, we are out there crafting our own path through new technology, innovation, and investment. We are truly a challenger brand, with challenger spirit.
Please note this role is for a 12-month fixed term contract
Reporting Hardship to the Senior Complex Customer Support Manager, the role is responsible for assisting in managing the Offshore Performance across Active and Final Consumer, Optus for Business and Recoveries portfolios against KPI’s and SLAs to ensure cash collection, payment support, customer experience performance and customer churn is improved.
Your day in the life of a BPO Support Specialist at Optus
* Analyse internal data to optimise Optus’ debtor performance, reduce complaints and improve customer experience.
* Manage and drive adherence to quality and compliance across all Hardship BPO processes, policies, and contracts.
* Be a strong negotiator and be able to maintain professional and effective relationships with both internal and external partners through consistent engagement, transparent communication, and clear delivery of expectations around performance outcomes within the scope of work.
Your skills to pay the bills
* Proven experience in high-volume transactional customer management operations and case management in Telco, Banking or Utilities.
* Strong Communication and interpersonal skills across internal and external partners.
* Previous experience with liaising with outsourced partners is advantageous.
* Ability to break down data, and help educate individuals and team's on how to improve on their data points.
Perks we love at Optus
* 3 days in the office, 2 days remote – with flexible hours to suit!
* Inclusive paid parental leave, up to 16 weeks for the primary care giver
* All Optus people have access to resources, webinars and support via the ‘Parents at Work portal’
* Own your own growth by accessing an extensive online and facilitator led learning catalogue.
* Connect at work through our colleague-led volunteer groups: Culture Connect, Elevate Women, Disability Network, Express Yourself (LGBTQIA+), United Veterans, Yarn Network, Wellbeing Network and Young Professionals.
* Vibrant campus life, variety of facilities including restaurants, cafes, gymnasium, GP, and post office (Sydney)
* Free Optus bus from Macquarie University Metro Station (every 6-8 minutes); morning and afternoon!
Keen to see what it’s really like to work at Optus? Search #OptusLife on LinkedIn to go behind the scenes!
At Optus, we are strengthened by others and that means valuing diversity and saying ‘yes’ to embracing individual differences. We are committed to ensuring that our application process provides an equal employment opportunity to all job seekers, including individuals from diverse gender, cultural and linguistic backgrounds, individuals with a disability, individuals identifying as being part of the LGBTQIA+ community, individuals who may have served in the armed forces or who identify as Aboriginal and/or Torres Strait Islander. We also want to do our best to make our recruitment process inclusive. If you require any adjustments or accessibility support to participate fairly and equitably in the recruitment process, please email AccessibleRecruitment@optus.com.au or call 1800 309 170. We're here to help. When you contact us, please advise your preferred method of contact and we will be in touch within 48 hours.
For more information on Diversity, Inclusion & Belonging at Optus, please visit