Senior Telephony AnalystHybrid

Bring your ‘you’ to TPG Telecom, and help us build meaningful relationships and support vibrant, connected communities. We’re better and bolder together.

TPG Telecom started with a belief that we can make things better for Australians. We believe in the power of meaningful relationships to support vibrant, connected communities where everyone belongs. It’s our why; our reason to exist. Now, we’re proud to be one of Australia’s leading mobile and internet providers. We’re not just redefining telco, we’re changing its course. And you play a role in that. A big one. The opportunities are plenty for those who are ready to accept the challenge.

Could that be you?

Your opportunity:

As our valued Senior Telephone Analyst, you will use your proven experience to support the day-to-day operation and stability of contact centre CCaaS solution.

You'll make impact by:

• Drive continuous improvement across the contact centre utilising existing reporting, and developing dashboards to capture data points giving deeper actionable insights into platform performance and business optimisation opportunities
• Provide SME support to other teams across the organisation on contact centre components including frontline IT for desktop support, Realtime Management for agent setup, onboarding, network and infrastructure teams for troubleshooting and new sites, outbound dialling teams, reporting and analytics teams on data requirements, and core networks teams on contact centre platform integration
• Raise incidents and problems and manage escalations both internally and with vendors
• Work actively with business stakeholders to understand and develop solutions to support improvement initiatives and GTM business changes
• Act as a back up to the team manager when required.

What you’ll bring:

• Substantial experience supporting a contact centre platform and/or CCaaS
• Demonstrated sound knowledge and experience in developing and maintaining IVR’s and contact centre routing strategies, preferably with Genesys solutions
• Must have a good understanding of IT networks, VoIP, SIP and WebRTC signalling to support internal IT teams and vendors with troubleshooting
• Experience in business reporting and data presentation to produce actionable insights
• A natural attention to detail with exceptional analytical and problem-solving skills
• Highly efficient with a demonstrated ability to scope, prioritise, 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

Ideally, you will also have:

• Tertiary qualification in a STEM discipline preferred or equivalent industry experience
• Experience in the Telecommunications sector is highly desirable

What's in it for you?

• Flexible hybrid way of working (from home and office)
• ‘Stay Connected Mobile’ – Access to a free mobile plan
• ‘Stay Connected NBN’ – Access to a free NBN 100 plan
• ‘Your Leave’ - an additional 4 days of leave to be used whenever you like - every year
• Access to TPG Learning Hub platform and internal development opportunities
• Access to Corporate Partner Discounts

Come join us and build a better future. Apply today.

Don’t meet every single requirement? That’s OK! At TPG Telecom, we’re all about creating an accessible workplace where everybody feels safe to bring their authentic self to work - regardless of background. If you think this role is a great fit for you but some of the qualifications don’t align with your experience, we still encourage you to apply - you might just be the perfect candidate for a similar role with us! Learn more about life at TPG Telecom here.

TPG Telecom also acknowledges the Gadigal People of the Eora Nation as the Traditional Custodians of lands and waterways where this office can be found in Barangaroo.

Our Talent Acquisition Team and Hiring Managers kindly request no unsolicited resumes or approaches from Recruitment Agencies. TPG Telecom is not responsible for any fees related to unsolicited resumes.

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