Bring your 'you' to TPG Telecom, and help us build meaningful relationships and support vibrant, connected communities. We're better and bolder together.
TPG Telecom started with a belief that we can make things better for Australians. We believe in the power of meaningful relationships to support vibrant, connected communities where everyone belongs. It's our why; our reason to exist. Now, we're proud to be one of Australia's leading mobile and internet providers. We're not just redefining telco, we're changing its course. And you play a role in that. A big one. The opportunities are plenty for those who are ready to accept the challenge.
Your Opportunity
To support Customer Care in developing and maintaining operating disciplines across its operations and the operations of its strategic partners. This will be done through the development of relationships with operational leads that drives cost-effective staff scheduling outcomes, effective real-time execution, and the driving of vendor relationships in supporting this process. The role will be key to maintaining Care-specific incident management protocols, business continuity coordination, and the planning and scheduled execution of business-driven change maintaining performance expectations.
You'll Make Impact By
Managing relationships with in-house operational managers and outsource / third-party teams to facilitate the delivery of an optimized operating environment by
Driving alignment with long-term and short-term planning to operational delivery
Understanding core contact centre workforce planning principles and applying them to facilitate a working environment in line with TPG culture.
Establishing and maintaining relationships with key internal stakeholders including Finance, Care Leadership, Retail Leadership, Marketing, Demand & Delivery, and outsource / third-party teams to lead the delivery of an accurate forecast and capacity model reflective of current and future operating models.
Driving alignment with long-term / budgetary planning to operational delivery
Understanding core contact centre and retail workforce planning principles and applying them to facilitate a working environment in line with Vodafone's culture.
Supporting the effective provision of change impact assessments.
Maintaining a sustainable capacity plan.
Developing a resourcing framework to an agreed set of Care performance measures.
Working collaboratively across Workforce Optimisation, Leadership, and Outsource partners
What You'll Bring
Minimum 3 years of Resource Planning experience
Reporting and scheduling experience
Experience supporting +1000 seat contact centre
Strong MS Office skill set
Previous coding experience would be beneficial (SQL, Teradata)
Experience building BI dashboards would be beneficial
Drive, eagerness to learn, and strong communication skills
What's in it for you?
Flexible hybrid way of working (from home and office)
Stay Connected Mobile' – Access to a free mobile plan
Stay Connected NBN' – Access to a free NBN 100 plan
Your Leave' - an additional 4 days of leave to be used whenever you like - every year
Access to TPG Learning Hub platform and internal development opportunities
Access to Corporate Partner Discounts
Come join us and build a better future. Apply today.
Don't meet every single requirement? That's OK At TPG Telecom, we're all about creating an accessible workplace where everybody feels safe to bring their authentic self to work - regardless of background. If you think this role is a great fit for you but some of the qualifications don't align with your experience, we still encourage you to apply - you might just be the perfect candidate for a similar role with us Learn more about life at TPG Telecom here.
TPG Telecom also acknowledges the Gadigal People of the Eora Nation as the Traditional Custodians of lands and waterways where this office can be found in Barangaroo.
Our Talent Acquisition Team and Hiring Managers kindly request no unsolicited resumes or approaches from Recruitment Agencies. TPG Telecom is not responsible for any fees related to unsolicited resumes.
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