More about More
More and Tangerine are two fast-growing challenger brands in the telecommunications space. Offering nbn®, mobile and fixed voice products right across Australia. To continue to support our growth, we are looking for our new Data Engineer.
Our values of Start with the customer, Simplicity for Speed, Community of Individuals and Collaborate to win underpin everything we do!
The opportunity
To lead a dedicated cross functional team
responsible for identifying, planning and delivering initiatives focused on
removing pain points for customers to improve their experience and reducing
manual effort for agents to drive more efficient operations and to support
profitable business growth.
This role is critical to help our business to uplift the agent and customer experience which will help drive service growth in our base and reduce our cost to connect and serve. Success in this role will be measured by:
- Reduction in interactions per SIO
- Reduction in repeat service level calls in 7 days
- Reduction in call transfers as a percentage of total calls
- Reduction in customer complaints
- Reduction in customer credits
- Increase in the number SIOs per Manila customer facing agent
- A highly engaged Continuous Improvement Team in Manila
Responsibilities
- Day-to day leadership of a largely offshore Continuous Improvement Team
- Demonstrate and promote within the team curiosity on processes and data sets to identify agent and customer pain points and trends as opportunities to prioritise within the team.
- Collaboratively interact with Australian and Manila stakeholders (including Manila based project sponsors) to identify, plan (develop project brief + plan) and deliver initiatives that drive improvements in agent and/or customer experience and which result in SIO growth or cost reduction.
- Prioritise initiatives for planning and implementation to ensure effort is high benefit/easier to deliver initiatives.
- Act as the project owner for the More ‘continuous improvement program’ virtually leading the ‘dedicated squad’ focused on prioritisation, scoping and delivery of initiatives which improve customer experience, reduce agent effort and reduce customer interactions.
- Actively identify and utilise AI tools to support the delivery of continuous improvement initiatives.
- Develop reporting to monitor the performance of initiatives to ensure that they deliver in line with expectations, and course correct where they go off track.
- Establish a regular cadence to report updates to stakeholders, and to foster stakeholder support.
- Act as a change agent, promoting the importance of the agent and custom experience across the organisation.
- Actively promote the achievements of the team through Australian and Manila Town Hall sessions. Ensure that all initiatives that are delivered are in line with our Regulatory and Compliance obligations.
Other notes
- 4 direct reports in the Manila Continuous Improvement Team.
- Travel to Manila as required (approx.1-2 times per year).
Qualifications, experience & skills
Experience
- Proven track record in business improvement or operational excellence roles
- Experience leading cross-functional teams, ideally across geographies
- Strong stakeholder engagement and communication skills
- Ability to analyse root causes and translate them into actionable solutions
- Strong analytical skills focused on analysing large groups of data to identify trends and presenting this in an influential way to Executives
- Proven experience with AI tools and execution of improvements through AI tools
- Project management or Lean/Six Sigma background preferred
- Telecom or customer service operations experience desirable
Skills
- Excellent communication, interpersonal, and leadership skills, with the ability to effectively collaborate with diverse teams and stakeholders.
- Strong analytical and problem-solving abilities, with a keen attention to detail and a results-oriented mindset.
- Ability to thrive in a fast-paced, dynamic environment and manage multiple priorities effectively.
- Proficiency in project management tools and software applications.
Perks!
We’re proud to offer a range of benefits that support your wellbeing, growth, and lifestyle:
- Free home internet and mobile phone plan
- 24/7 wellbeing support through our partnership with Sonder
- $150 birthday voucher and a day off to celebrate
- Generous paid parental leave
- Work anniversary rewards
- Recognition prizes for positive customer feedback and employee shout-outs
- AFL, BBL, Basketball & Football tickets
- Exclusive Samsung product discounts
