Expressions of Interest- Contact Centre Representatives/On Time Delivery (OTD) Optimisers | Multiple Positionson October 20, 2021 at 4:35 am

Entry to Experienced Level Opportunities
Work for a business partner of one of Australia’s leading Telco’s
Melbourne and Sydney locations |Room for progression

About BSA

The BSA Group is a comprehensive technical services contracting company that has successful long-term relationships with our clients, founded upon a commitment to provide innovative, flexible solutions and a culture that promotes continuous improvement. We comprise of two divisions, BSA|APS (Advanced Property Solutions) and BSA|CUI (Communications & Utility Infrastructure).

BSA|APS designs, constructs and maintains the systems that make Australia’s buildings efficient, safe and comfortable. BSA|CUI is a national provider of strategic advice, design, implementation, operations and maintenance services, specialising in telecommunications networks and technologies.

We are a people business and an equal opportunity employer – we support and recognise the importance of a workplace culture that values diversity and inclusion. Proudly, our executive leadership team comprises of almost half female employees.

About the Role

BSA|CUI is seeking expressions of interest for multiple vacancies for Customer Service Representatives who will work as OTD Optimisers to join our team. Reporting to the State Lead, the key purpose of this position is to ensure that Tickets of Work (TOW) are effectively optimised & jeopardised to the relevant subcontractors to maximise a positive experience for the end customer and to ensure BSA delivers effective outcomes that meet customer contractual requirements. The OTD Optimiser will make tactical decisions (weighing up cost impacts) to resolve jeopardy jobs which arise on the day and will manage on-the-day jeopardy events where the system cannot allocate work to technicians.

Key responsibilities include:

Work effectively with internal and external clients to ensure delivery of agreed outcomes.
Ensuring the field force completes all jobs within the SLA.
Escalating jeopardy situations to your State Lead if the job cannot be allocated within the agreed customer SLA.
Ensuring the field force remains highly utilised.
Ensuring subcontractors are achieving high completion rates.
Escalating identified performance issues to appropriate Service Delivery Manager or Team Leader.
Increase customer satisfaction with improvements in core service delivery process.
Assist the client to develop and implement work processes that ensure timely, accurate and efficient customer services.
Ensure delivery of the client’s operational KPI targets on a daily / weekly / monthly basis in a cost-efficient way.
Communicate effectively with internal and external clients to ensure customer expectations are being exceeded.
Develop and maintain effective working relationships across BSA, suppliers and clients
Ensure all day to day operational activities are executed effectively and appropriate records and approvals are in place
Manage the ongoing identification and mitigation of service risk and issues
Comply with the client and BSA Code of Conduct, company policies, process standards and practice standards
Undertake any other reasonable duties as requested.
Take reasonable care to prevent injuries to self and others

To be a part of the team, we require:

Some practical experience in a Field Management related work environment.
Demonstrating experience prioritising customer appointments with daily volumes and achieve daily operational KPIs
Good written and verbal communication skills and the ability to interact with internal and external stakeholders
Ability to constructively negotiate and resolve customer grievances or escalate accordingly
Demonstrated experience in managing day to day issues and successfully resolve situational problems
Ability to analyse statistical information on production performance, proactively identify problems and implement effective corrective solutions
Demonstrated experience to prioritise customer critical appointments with daily volumes and drive the team to achieve daily operational KPIs

Why work with us:

A competitive salary package
Flexible work arrangements
Reward and Recognition program
Health & Wellbeing program
Learning and Development opportunities

Join us and be a part of a progressive culture that is enjoyable, flexible and results-driven.

If you believe you have the capabilities to succeed in this role, please email your resume and a cover letter to recruitment@bsa.com.au.

Please note that this position will be subject to mandatory pre-employment checks including a Police Check. In the case your application is not successful- we will keep your details on file to contact you about other suitable positions in future. If you do not want us to keep your details, please let us know by emailing Recruitment@BSA.com.au

The post Expressions of Interest- Contact Centre Representatives/On Time Delivery (OTD) Optimisers | Multiple Positions appeared first on Indigenous Employment Australia | Indigenous Jobs and Opportunities.

Entry to Experienced Level Opportunities Work for a business partner of one of Australia’s leading Telco’s Melbourne and Sydney locations |Room for progression About BSA The BSA Group is a comprehensive technical services contracting company that has successful long-term relationships with our clients, founded upon a commitment to provide innovative, flexible solutions and a culture that promotes continuous improvement. We comprise of two divisions, BSA|APS (Advanced Property Solutions) and BSA|CUI (Communications & Utility Infrastructure). BSA|APS designs, constructs and maintains the systems that make Australia’s buildings efficient, safe and comfortable. BSA|CUI is a national provider of strategic advice, design, implementation, operations and maintenance services, specialising in telecommunications networks and technologies. We are a people business and an equal opportunity employer –
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The post Expressions of Interest- Contact Centre Representatives/On Time Delivery (OTD) Optimisers | Multiple Positions appeared first on Indigenous Employment Australia | Indigenous Jobs and Opportunities.Read MoreVictoria – Indigenous Employment Australia | Indigenous Jobs and Opportunities

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