Resource Planning Team Leader
TPG Telecom
Pasig, PH
5d ago
source : Bossjob

Two of Australia’s leading telecommunication companies, Vodafone Hutchison Australia and TPG, have come together to form TPG Telecom Limited.

TPG Telecom Limited has a powerhouse of brands which include Vodafone, TPG, iiNet, Internode, Lebara, AAPT and Felix. TPG Telecom is the second largest telecommunications company listed on the ASX.

Combining a mobile network and a fixed line network delivering exceptional performance, TPG Telecom Limited is connecting Australia for the better.

We are a dynamic business; this brings new opportunities for our customers and our people. Being adaptable, managing change and maintaining resilience is key to success for all of us at TPG Telecom.

Due to the dynamic nature of the business your responsibilities may change over time as the business evolves.

The Resource Planning Team Leader plays a key role in strengthening the relationship between the WFM team and a number of key stakeholders across the business including Contact Centre Managers, Customer Service Managers, HR and Learning and Development.

This position operates in an environment of constant change that will significantly impact upon the scope and direction of tasks and priorities.

This position requires balance between dealing with current issues and proactively addressing future requirements.

We are a dynamic business; this brings new opportunities for our customers and our people. Being adaptable, managing change and maintaining resilience is key to success for all of us at TPG.

Due to the dynamic nature of the business your responsibilities may change over time as the business evolves.

Significant Working Relationships and Expectations

  • Develop new reporting functionality to support local contact centre requirements and remove duplication of reports through centralisation.
  • Oversee implementation of Contract Centre recruitment strategy to ensure staffing in line with budget guidance while balancing Customer Expectations against Operational Effectiveness.
  • Liaise with Contact Centre Managers, Customer Service Managers, HR, Learning and Development and ITS to exchange information as required.
  • Use reported information together with forecast seating and employee resource requirements to produce appropriate scheduling / planning recommendations to the business.
  • Ensure employee rosters are in line with various Workplace Agreements across all sites within the call centre environment.
  • Manage shrinkage in line with budgeted allowance.
  • To be considered for this role, you must have :

  • 5+ years of WFM experience with leadership experience
  • Thorough understanding of Contact Centre metrics and how they relate to performance and customer experience
  • Demonstrated delivery of improving schedule effectiveness.
  • Demonstrated skills in one or more of the following areas : data analysis / visualization, forecasting, Excel
  • High-level communication skills, including the ability to present analytics results and insights in a highly polished, succinct form.
  • Strong analytical & reporting skills
  • Extensive experience with Microsoft suite of applications, focusing on Excel.
  • How we work

    As a combined business we have several amazing brands across fixed and mobile, these are the principals we are using to help us create something even better together.

    What makes TPG great is our people, we are a strong and mighty team that do a lot and we do it well. TPG is a Company where you can truly gain experience in a dynamic and diverse work environment.

    Working at TPG means taking on new and exciting challenges that help you grow and develop your career.

    Interested? Send your resume today, we are excited to hear from you!

    TPG Philippines is continuing to hire for all open roles with all interviewing and on-boarding done virtually due to COVID-19.

  • Preferably located within metro manila for onsite operation.
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