Optus is set to restructure its entire business in a move to become more competitive in the local market.
Reports have suggested that the company will cut up to 480 jobs across all business divisions to “help drive Optus’ transformation strategy and reshape operations for sustainable growth.”
Customer support and service will bear the brunt of the job losses as the telco struggles to compete in the broadband and mobile markets where it lags behind competitors TPG and Telstra respectively.
Optus said it intends to streamline its customer service functions, by simplifying systems and processes, multi-skilling front line staff across products and services, and resolving customer issues faster with fewer handoffs.
It also claims the changes usher in new customer service model which involves changes to billing and customer care systems, reducing customer handoffs, and attempting to provide a more consistent experience.
The changes will also see Optus Business, and the Wholesale and Satellite divisions rationalise roles and optimise resources in response to the increasingly competitive trading environment.
“Optus will consult directly with affected employees to explore ways to mitigate the impact of these changes, including redeployment opportunities,” the company said in a statement.