Process Support Professional

Job description

Job Title Process Support **Job Summary** In the Process Support role, you ll succeed by working collaboratively with stakeholders and process owners to assist in developing processes and procedures. Leveraging your high attention and process mapping skills, you will always be on the lookout for inefficiencies and opportunities to improve commercial, operational and customer metrics. Job Description **Focus of the Role** As the Process Support, you will monitor and drive effective contact centre performance across all queues and contact types in real time to deliver outstanding customer service and drive advocacy You ll be empowered to implement initiatives to deliver on improved performance, and contribute significantly to programs of work to drive improvements in contact centre efficiency, stakeholder management, incident management and process development. In this role, you will have to ensure that the Belong Contact Centres meet customer expectations through effective real time monitoring and strategies and empower them to deliver on driving customer advocacy through supporting tools and processes. Provide stakeholders accurate and immediate reporting around drivers behind queue performance challenges through regular forums and comprehensive reporting. **Please note:** This role works a rotating roster, initially across seven days and will be rostered between the hours of 7am to 8pm AEST seven days per week, subject to change with operational needs. **Key responsibilities** - Analyse intraday resourcing plans to identify gaps and customer experience risks. - Ensure mitigation plans are actioned and successful. - Ensure significant or recurring gaps are escalated to the appropriate stakeholders. - Create and own daily real time reporting and service level reviews. - Manage current day performance, drivers, impacts and actions from each channel function to mitigate and align performance to expected levels and escalate as required. - Publish operational reporting to key stakeholders at regular intervals across 7 days per week. - Identify customer experience risks and trends at high level business unit level and at queue level, and implement initiatives as required to deliver on improvements. - Be agile and take a big picture approach to assess key opportunities to deliver on superior customer service, across a number of complex groups, whilst supporting any specific requirements for each group. - Own key programs of work and initiatives to deliver on the following streams: Incident Management, Business Continuity Management, Stakeholder Capability, Real Time Performance Management, Process Development and Governance. - Propose tactical solutions, queue movements, etc, to drive intraday operational efficiency - Effectively build networks and manage strong relationships with a broad and varied range of key stakeholders, to deliver on superior service for our customers and to implement initiatives and changes to support this. - Work and collaborate with colleagues cross company to drive change and obtain information - Excellent communication, external partner and stakeholder engagement - Design, build and automate reports and dashboards **Key Skills Required for Success** - Strong understanding of **workforce planning principles**, including demand, capacity, shrinkage, and coverage modelling. - Ability to **build schedules that are realistic, balanced, and executable**, not just theoretically optimal. - Experience translating forecasts into **practical rosters** aligned to operational realities - High level of **numerical accuracy and data discipline**. - Ability to identify inconsistencies, errors, or unintended impacts within schedules. - Strong system hygiene across WFM tools, rosters, and leave records. - Ability to partner with operational leaders, HR, and Workforce Planning peers. - Takes end to end responsibility for assigned schedules or planning cycles. - Ability to identify inefficiencies, manual workarounds, or inconsistent rules. - Clear written and verbal communication. - Basic intraday awareness to support limited RTA backfill. Disclaimer : This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.