Employment Type

Permanent

Closing Date

20 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.

Job Description

What you’ll do

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.

 

Please note: This role works a rotating roster, initially across seven days and will be rostered between the hours of 7am – 8pm AEST, subject to change with operational needs.

 

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
• What you’ll bring Must have leadership experience, effective stakeholder management, reports manage mentand openness to any sort of challenge.3+ years in customer operations3+ years in real-time management or similar reporting experienc eundefined 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, safe, and productive – wherever in Australia that may be. #WFH #Remote #FlexibilityIf 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!___________________________We’re committed to building a diverse and inclusive workforce in all its forms. We encourage applicants from diverse gender, cultural and linguistic backgrounds and applicants who may be living with a disability. We also offer flexibility in all our roles, to ensure everyone can participate.To learn more about how we support our people, including accessibility adjustments we can provide you through the recruitment process, visit tel.st/thrive.