Operations Support SME

Job Description

Date: Oct 8, 2019

As the tech firm that created the mobile world, and with over 45,000 life-enhancing technologies to our name, at Ericsson we’ve made it our business to make a mark. We are on a quest, relentlessly innovating to make technology easy to adopt, easy to use and easy to scale. As a team, we are helping to solve some of society´s most complicated challenges, enabling you to be ‘the person that did that’. 


We’ll help you design your future! You can choose to be an expert or a leader or both! Leveraging everything from cybersecurity to machine learning, making smart manufacturing and autonomous mines a reality. With access to hundreds of career opportunities in locations all over the world with the support to really find ‘your great’ and the ability to rediscover it, again and again.


Job Summary:

Ericsson is now looking for a Project Office Manager to support ANZA Networks project delivery by providing expert knowledge and direction to achieve project and business goals.

Through implementation of global, market area and local delivery process, tools, ways of working and CPM competence models, the Project Office Manager drives compliance whilst creating an environment that supports efficiencies and profitable growth for the ANZA Networks business.


In this role you will:


  • Manage the team of agents rostered on the shift ensuring all the service functions are being actively managed to meet daily targets
  • Provide feedback and support for any operational issues the agents can’t handle and be available to assist as and when needed.
  • Establish daily standup meeting with the team
  • Identify areas of focus for the shift that day and actions to implement improvement
  • Monitor and mentor agents against their performance and provide feedback based on their results KPI’s.
  • Manage escalations to keep senior managers and customers informed


As an ideal candidate, you will have:


  • Minimum of 2 years’ experience as a Team Manager or a similar position
  • Experience within customer services environment
  • Strong coaching and people-development skills through listening, quality feedback and such
  • Strong analytical, problem definition & resolution skills
  • Excellent communication, coaching and presentation skills (verbal & written)
  • Ability to multi-task, prioritize, and manage time effectively
  • Ability to work on a rotating shift basis with flexible roles & responsibilities


You may also have:


  • ITIL Foundation Certificate


**Only candidates with existing Australian Work Rights will be considered**


Why Ericsson?


In Australia, we are known for delivering “World-First” projects for Australia's largest and most renowned telecommunications carriers. This is a chance to play a critical role in the success of the Ericsson organisation in Australia, whilst providing you with a fantastic career development opportunity and the chance to work alongside the brightest minds in our industry.



What’s in it for you?


With over 90,000 employees across 180+ countries, we have a culture that respects and supports your ambitions, in alignment with our values of Respect, Professionalism and Perseverance. Ericsson is extremely focused on learning and development, supports mobility and flexible working hours. We are also committed to diversity and inclusion and to be a responsible and relevant driver of positive change. We also offer some awesome benefits, amazing career development and training programs to provide an empowered career in a connected world.


Next Steps:

What happens next once you apply? Read about the next steps here

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Ericsson provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, sexual orientation, marital status, pregnancy, parental status, national origin, ethnic background, age, disability, political opinion, social status, veteran status, union membership or genetics.


Ericsson complies with applicable country, state and all local laws governing nondiscrimination in employment in every location across the world in which the company has facilities. In addition, Ericsson supports the UN Guiding Principles for Business and Human Rights and the United Nations Global Compact.  This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, training and development.


Ericsson expressly prohibits any form of workplace harassment based on race, color, religion, sex, sexual orientation, marital status, pregnancy, parental status, national origin, ethnic background, age, disability, political opinion, social status, veteran status, union membership or genetic information.