Senior Manager Operations Planning and Support

at  Superloop

Company Overview
Founded in 2014, and listed on the ASX since 2015, Superloop’s purpose is to enable better internet for Australian homes and businesses, by enabling challenger retail brands to take a larger share of the market, leveraging Superloop’s Infrastructure-on-Demand platform.
Superloop operates in three segments of the market: consumer connectivity, business network and security solutions, and wholesale connectivity, all of which leverage Superloop’s investments in physical infrastructure assets including fibre, subsea cables and fixed wireless, as well as Superloop’s software platforms. Hundreds of thousands of homes and businesses rely on Superloop every day for their connectivity needs.
Visit www.superloop.com to learn more.

QUALIFICATIONS AND EXPERIENCE

• Experience leading key functions: training, WFM, and reporting
• A strong understanding of Salesforce capabilities, preferably building queues, reporting and previous partnering with Internal Salesforce teams
• Significant experience In Genesys and other IVR systems
• Experience working closely with Executives and vendors to drive performance
• Experience working with international teams and different cultures Is desirable
• People leadership Is desirable

ROLE PURPOSE

The Senior Manager, Operations Planning and Support role is responsible for the planning, design and enablement activities that will help Superloop deliver great customer experience within agreed SLAs. The role will work closely with Country Managers, Operations Managers and teams across the business to understand why customers contact Superloop, ensure we are sufficiently resourced to meet the demand, build the right capability In our new starters to deliver great outcomes, and ensure the technology systems we use for our IVR and CRM are maximized and simple.

KEY RESPONSIBILITIES

• Build and maintain a future looking forecast of volume coming into Customer Service teams, taking into account any customer growth, Initiatives that will deliver benefits, seasonality and any campaigns or promotions that will drive additional customer contact. This will enable clarity on steps required to achieve our cost to serve targets.
• Work with the Head of Superloop, Head of Exetel and Country Managers to shape our operating model, determining resource requirements and defining the recruitment model, taking into account BCP and other operational risk factors
• Manage intraday performance through Genesys, working with the WFM team to make adjustments, identify drivers of volume and maintain service levels within SLA
• Define future system requirements across Salesforce, Genesys, Eida and other core systems
• Lead the planning, design and delivery of technical training for new starters, ensuring the content is relevant and reduces time to competency
• Lead and develop the WFM team and training team
• Develop reporting requirements for Consumer, working closely with Business Intelligence and Dev
• Work closely with Internal and external partners, including Salesforce and Genesys