Job Description

Key Accountabilities /Responsibilities:

• Motivate, develop, counsel, and appraise team members so that their individual and team performance is of the required standard and meets the present and future needs of the business.

• Coaching and feedback to the agents.

• Helps staff develop and acquire skills and knowledge, providing support and guidance.

• Ability to be a passionate advocate for people development and customer experience - rather than be governed by process or rules.

• Confidence to challenge and feedback upwards.

• Ability to judge when it is right to lead or follow.

• Knows and uses methods of providing objective input to the appraisal process, discussing strengths and development needs as appropriate through both formal and informal channels.

• Effectively uses a range of techniques to motivate colleagues and generate active commitment towards the achievement of team objectives especially in times of change.

• Uses a range of presentation skills to present and convey information to team members and is able to facilitate team meetings in order to pass on and/or obtain information.
• High degree of fluency in reading, writing and speaking English. This includes a neutralization of language to improve the communication between the Supplier and Telstra.
• Absolute commitment to improve customer experience on behalf of Telstra.
• Ability to communicate effectively and possess sufficient soft skills to handle customers, personnel from other parts of the business, to quickly understand the nature of the issue and troubleshoot in a timely manner.
• Ability to work under pressure and handle difficult customers.
• General Microsoft Windows and excellent computer skills, and accurate data entry abilities
• Strong analytical and technical skills (e.g. database, telecommunication systems), technically appropriate communication skills, clear understanding of all processes / work instructions and an understanding of Telstra's network and products
• Strong listening skills, being able to listen effectively and understand Telstra technical requirements.
• A strong and clear Business Acumen skill that facilitates efficient interpretation of information and decision making that will deliver the best possible balanced outcome for the customer and Telstra.
• Ability to develop relationships with stakeholders

Firstsource Solutions