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Real Time Planner and Incident Coordinator - Woolworths

Real Time Planner and Incident Coordinator

Last Month

About the job

  

At Woolworths, our goal is to have our customers put us first across all our brands. We work hard to continually improve and deliver a positive experience, and it all starts with building a great team that listens and supports our customers.

 

Based at our Mascot office, within a new state of the art contact centre, we have an exciting opportunity for a talented Real Time Planner and Incident Coordinator to support the centre in delivering outstanding customer service. You will work within a high performance team culture, dedicated to getting the best outcome for our Customer. 
 

What You'll Do:

  • Manage? ?work? ?flow through the analysis of the call volumes and handling times
  • Monitoring? ?queues and accurately capture exceptions
  • ?Monitoring?  ?agent's productivity ensuring we reach our service? ?levels and when necessary provide feedback to those in idle
  • Work with a wide range of technologies including Genesys and Google applications
  • Manage & coordinate high level incidents & outages with internal & external stakeholders
  • Available to work a roster, across ?7? ?days per week with shifts starting from 5am? ?to? ?midnight

 

What You'll Need to Succeed:

  • Experience in leading contact centre technology environments
  • Experience working with team members, providing feedback and coaching
  • Ideally operated in a ??Senior? ?agent? ?or? ?Junior? ?Team? ?Leader in a similar environment? ?
  • Excellent communications both written and oral.
  • Exceptional stakeholder management skills and experience.
  • Ability to work under pressure and stress while executing day-to-day operation demand.
  • Passion for fast paced, consumer focused service environments
 Sound like your next opportunity? Apply now or head along to www.wowcareers.com.au to discover more!
Weekdays & Weekends
Customer Facing & Not Customer Facing
Indoors
NSW, 2020
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About Woolworths

Woolworths is a dynamic, fast-paced, ever-changing, people-intensive environment to work in. Whether you work on the shop floor or in a support role, our people are a critical component of our business success!

We're looking for motivated individuals to lead our business into the future. We can offer you a range of challenging and rewarding career options to help you achieve your career goals.

So if you're motivated and eager to succeed, then let Woolworths assist you in making the right career choice.
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