Workforce Reporting Manager
TPG Telecom
Pasig, PH
4d 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 role of manager WFM Reporting is a key role within the TPG Telecom Customer Care WFM group responsible for producing all WFM Reporting to cover all our contact centres across multiple geographies covering over 4000 agents.

The role has responsibility to develop and optimise operational data and insights to inform WFM decision-making, drive operational performance, enhance customer and employee experience.

Some of the key responsibilities of your role will be :

  • Lead a team responsible for WFM reporting for multiple lines of business, locations globally and for different channels (across Contact Centre and Retail), voice, chat, email, and back office.
  • Lead a team to create structure where ambiguity exists.
  • Automate all reporting to free up time to produce more complex value adding WFM reporting.
  • Ensure all reporting is clear & easy to consume
  • Ensure all reporting is delivered within times, and keeping all stakeholders informed if any issues impact delivery.
  • Ownership through to speedy resolution of any reporting or data issues impeding delivery.
  • Create accurate reporting which can be trusted and relied upon to help drive improved service levels and customer and employee experience.
  • Build, develop, and cultivate a world-class WFM reporting team
  • Attend daily service level review meetings
  • Attend daily IDP review meetings.
  • Liaise with Contact Centre Managers, Customer Service Managers and Senior CSRs to exchange information as required.
  • Ensure effective design, prioritization and execution of recurring, on-demand, and / or proactive programs of work.
  • Support the Care Leadership team with information and assistance as required.
  • Lead, develop and mentor direct reports to maximize performance and engagement whilst providing further opportunities to grow.
  • To be considered for this role, you must have :

  • 5+ years of WFM Reporting experience with managerial / leadership experience
  • Understanding of business reporting and data warehousing / data lakes preferred.
  • Experience designing and executing on strategic analytics roadmaps to enhance team deliverables and engagement.
  • A natural attention to detail with exceptional analytical and problem-solving skills
  • Highly efficient with a demonstrated ability to scope, prioritize, schedule, and meet challenging deadlines
  • Ability to communicate with clarity, impact, and influence through engaging verbal and written communications.
  • Strong relationship management and stakeholder engagement skills
  • Experience in the Telecommunications or mass consumer sector is highly desirable
  • 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.

    Everyone new to the team, along with our current staff, will temporarily work from home until it is safe to return to our offices.

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