GCR BPO Support Specialist - Hardship

It starts with YES!
 

At Optus, we have an ambitious goal to be Australia’s most loved everyday brand.

(this role is a 6 month contract) 

Reporting to the Complex Cust. Support Manager, you’re responsible for assisting in running the Offshore Performance across the Collections and Hardship portfolios against key performance metrics to ensure cash collection, payment support and customer experience performance is improved.

A key focus of the role is to lead and drive adherence to quality and compliance across all Customer Payment Support, Collections Hardship BPO processes, policies, and contracts. The role will also be responsible for front line communications and training content, the management of BPO quality framework and finding opportunities for improvement through a data led approach.
 

Your day in the life at Optus

• Creation, review, and updates to communications as well as training content to support the frontline teams on and offshore
• Review and update policies and procedures as they relate to the BPO portfolio
• Work with providers to understand root cause and implement measures to improve
• Complete management of BPO Quality Framework, work in with QA Leads to monitor QA performance for the BPO agents; looking for ways to improve the way the team serve the customers
• Identifying opportunities for improvement – via a data led approach

Your skills to pay the bills

• Experience in high-volume transactional collections management operations and case management in Telco, Banking or Utilities
• Experience in an analytical role
• Quality Assurance experience in a high-volume transactional collection/service environment
• Experiencing in developing end to end process quality and compliance frameworks
• Exceptional communication (verbal/written) and interpersonal skills

Perks we love at Optus

• 3 days in the office, 2 days remote – with flexible hours to suit!
• Inclusive paid parental leave, up to 14 weeks for the primary care giver
• All Optus employees have access to resources, webinars and support via the ‘Parents at Work portal’
• Own your own growth by accessing an extensive online and facilitator led learning catalogue – even earn a MBA micro-credential via OptusU (University)
• Connect at work through one of our employee-led volunteer groups: Culture Connect, Elevate Women, Disability Network, Express Yourself (LGBTQIA+), United Veterans and Yarn Network
• Vibrant campus life, variety of facilities including restaurants, cafes, gymnasium, GP, and post office
• Free Optus bus from Macquarie University Metro Station (every 6-8 minutes); morning and afternoon!

Keen to see what it’s really like to work at Optus? Search #OptusLife on LinkedIn to go behind the scenes!

At Optus, we are strengthened by others and that means valuing diversity and saying ‘yes’ to embracing individual differences. We are committed to ensuring that our application process provides an equal employment opportunity to all job seekers, including individuals from diverse gender, cultural and linguistic backgrounds, individuals with a disability, individuals identifying as being part of the LGBTQIA+ community, individuals who may have served in the armed forces or who identify as Aboriginal and/or Torres Strait Islander. If you require any adjustments or accessibility support to participate fairly and equitably in the recruitment process, please email AccessibleRecruitment@optus.com.au along with your preferred method of contact and we will be in touch.

For more information on Diversity, Inclusion & Belonging at Optus, please visit https://www.optus.com.au/about/inclusion-diversity.