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Head of Care Optimisation, Analytics and Quality


Head of Care Optimisation, Analytics and Quality Not the job you're looking for? Become a member of our talent community to stay connected and be informed of any new opportunities. Categories: Customer Operations - Vodafone, Lebara, Partner Management Two of Australia’s leading telecommunication companies, Vodafone Hutchison Australia and TPG, have come together to form TPG Telecom Limited. TPG Telecom has a powerhouse of brands which include Vodafone, TPG, iiNet, Internode, Lebara, AAPT and felix.

As the second largest telecommunications company listed on the ASX, TPG Telecom has a strong challenger spirit and a commitment to delivering the best services and products to our customers. We are driving competition and choice for businesses and consumers across Australia. As Head of Care Optimisation, Analytics and Quality you will form a core component of the Customer Care and Channel Operations leadership team and works closely with key stakeholders across the broader organisation.

You will be accountable for developing, and leading the strategic transformation of the Customer Care organisation. The role will lead a team of analysts to develop strategic programs of work with the purpose of driving continuous channel improvements. You will be accountable for identifying opportunities to realise both Care performance metrics and organisational strategic objectives.

With a focus on ensuring both the quality, and consistency of experience across channels. Reporting to GM - Customer Care and Channel Operations, and based in North Sydney, you will work collaboratively, and with influence to engage all stakeholders to gain buy in, alignment and commitment of the vision and strategy, specifically at Head of and GM level across the organisation, including operations, product, brand and technology/network teams. Whilst also working collaboratively with the Operational Support function to make recommendations on the appropriate operational design to service customers.

Striving for best practice, you will benchmark Customer Care across the Telco industry and design a Quality framework for all touch points across contact centre environments. You will also develop and oversee all operational, management and executive reporting on a daily, weekly, monthly and quarterly basis. To be successful in this role, you will be required to have considerable expertise in strategic development; thought and people leadership; commercial and financial acumen; initiative and drive; and experience in leading customer insights and analytics, customer experience and quality teams in a contact centre environment.

You will need to be an effective communicator and have an ability to build strong relationships and influence Senior Executives across the business. What makes TPG Telecom great is our people, we are a strong and mighty team that do a lot and we do it well. TPG Telecom is a company where you can truly gain experience in a dynamic and diverse work environment.

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Date22 June 2021

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