[Hiring] Process Support @Telstra

Role Description

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.

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/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.

Benefits

• Flexibility in work location (home, Telstra workspace, or on the go).
• Support for a unique working style that enhances engagement, safety, and productivity.