Joy Taylor

Provide business insights through analysing, forecasting, reporting and monitoring business and commercial information, that support the identification of business improvement programs.

Take ownership for developing unique business insights by analysing and forecasting business information and applying knowledge of business processes and systems to support evolving organisational objectives.

Actively contributes/provides input into the delivery of performance improvement planning and activities (customer experience, realising operational efficiencies etc) including supporting the design, development and deployment of business improvement solutions.

Identify and escalate any risks, issues and/or opportunities within business performance, and seek out input from others to solve complex business performance problems.

Involve in the following activities in line Salesforce Console deployment to ~20K agents across Telstra stores and contact centres with ~8k sales to date, Deployment of capabilities, channel partnership on continuous improvement initiatives for optimisation

Operational readiness including business continuity plans, Go/No Go cadences executed in readiness for launches

Post deployment support such as establishment of channel operating rhythm and leader engagement session for Telstra Contact Centres, Telstra Stores and Business Centres, and Enterprise teams.

Other activities such as communications and engagement to support product launches, impact assessments, and robust feedback mechanism and processes in place for defect management

Part of Channel Operations practicing Agile Way of Working and Methodologies. Trained and functioning as a Scrum Master for another mission on top of current role

Implement project management and best practices

Keep stakeholders informed and ensure that the team is meeting deadlines with the desired outcome