Sales and Service Performance Specialist

Sales and Service Performance Specialist

452 Flinders St, Melbourne VIC 3000, Australia Req #2064
Tuesday, 4 June 2024

Are you looking for an awesome place to work, where you can proudly be your authentic self, and be part of #oneteam?  

We are looking for a passionate team player who aligns with our values and culture, takes pride in their unique contributions, and can challenge the status quo with disruptive thinking. If this sounds like you, come and join us!

The Opportunity

Join our team in this exciting Melbourne or Sydney based role! As Sales and Service Performance Specialist you’ll drive sales, service performance and operational efficiency through data-driven insights, effective collaboration, and strategic support for operational teams, ultimately contributing to the achievement of revenue targets and enhancing customer experience!

What you’ll be doing day-to-day

• Sales target setting and commissions management.  
• Provide insights and recommendations to the sales leadership team based on data analysis and reporting. 
• Host and drive actions from Sales cadences (EG. Sales Trading Meeting).  
• Report and provide insights into sales channel performance.  
• Conduct regular analysis of sales performance data to identify trends, opportunities, and areas for further development. 
• Serve as a liaison between sales, marketing, product, and other relevant departments to ensure alignment of messaging, goals, and priorities. 
• Ensure channel sales are supported and entered into iPrimus/ Dodo CRM’s.  
• Control agent scorecards to ensure agents are measured correctly, enabling our leaders to drive efficiency and performance.  
• Set operations cadence for Sales and Service, providing actionable insights for operational teams.  
• Build operational reporting to provide actionable insights for operational teams, and updates for the wider business.  
• Support the Manila Workforce Planning team by ensuring customer impacting change is correctly forecasted into call volumes and FTE planning.  
• Prepare Sales and Service MBR’s for all customer facing business units.  
• Prepare weekly contact center reporting to update the wider business on CCO performance, trends and sentiment.  

What you’ll bring to the role 

• Demonstrated experience in the Telecommunications/Energy industry across core customer functions.  
• Experience working collaboratively with large teams across multiple parts of a business to drive change. 
• World Class analytical (Excel, Tableau, large data sets), reporting skills, communication and presentation skills.
• Highly experienced at creating documents, decks, hosting meetings and driving actions.  
• Naturally inquisitive and focused on understanding customer and agent behaviours. 
• Strong influencing and internal stakeholder management capability and the desire to drive change. 
• Skilled at managing change both from an organisational and people perspective, including offshore environments. 
• Demonstrated experience leading virtual teams to drive cross company outcomes.

What We Offer

Working at Vocus will give you rewarding experiences and the opportunity to do extraordinary work. You will enjoy:

• Diverse and dynamic teams with a supportive and inclusive culture.
• Supportive career development plans with comprehensive ongoing training, support, and development opportunities.
• Flexible hours and a hybrid working environment.
• Generous discounts on power, gas, mobile and internet; plus, discounts to over 400 retailers.
• Competitive leave benefits, including anniversary leave, purchased leave, parental leave, volunteering leave, study leave, and much more. We also offer a fifth week of annual leave when you hit five years of service!
• Study assistance programs to excel your personal growth, learning and development.

• Health and wellness offerings, including access to our wellbeing initiatives that can help you from a financial, psychological, and physical perspective.

 Working at Vocus is never just a job – it’s personal. We’re crazy about our customers and believe our people are the difference. Our wonderfully diverse team and a vibrant culture define us. We care about the impact we have on our people, our customers, and our communities and are committed to operating as a responsible, ethical business.

 We pride ourselves on setting audacious and ambitious goals and believe that we can play our part in changing the Australian telecommunications landscape and make a fundamental difference to people’s lives.

 With us, you’ll have the opportunity to lead and inspire teams, work on projects that are shaping the future of telecommunications and become part of a culture that thrives on creativity, encourages new ideas, and provides a collaborative and inclusive environment.

 About Us

As Australia’s specialist fibre and network solutions provider, we own and operate 25,000km of secure, high-capacity fibre connecting people, businesses, governments, and communities across Australia to the world. Through our well-known retail brands, we deliver simple and affordable broadband, mobile, voice and energy services with the purpose of Building Critical Connections. Enabling Better Possibilities.

 Ready to take the next step?

If you like the sound of this role and think you’d do a great job, but are worried you don’t tick every box, we encourage you to back yourself – we know that diverse groups are less-likely to apply for roles they’re not 100% qualified for, but just as likely to succeed at them!

 We are a proud equal opportunity employer committed to providing a safe, diverse, and inclusive working environment where all our team members feel like they belong. We know diversity makes us stronger and we encourage applications irrespective of background, age, origin, gender, sexual orientation, identity, or ability.  

 If you feel comfortable, please let us know if you have any accessibility requirements upon application, so we can make any adjustments required to support you throughout our recruitment process.

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