Energy Service Manager

Energy Service Manager - Onsite | Eastwood | Dayshift

Supervisors/Team Leaders (Call Centre & Customer Service)

Are you a seasoned BPO professional with a passion for cultivating positive work environments whilst driving team success across several competing KPI’s? Do you have Operations experience within an AU Energy or AU BPO environment? If you answered yes, then we want to hear from you!

We currently have an exceptional role available for an experienced Manager who not only understands the dynamics of fostering positive energy, creativity, and teamwork but excels at mentoring and developing the capabilities of employees to drive motivation and performance across all metrics.

As Energy Service Manager; you’ll lead, coach, mentor, and develop a team of enthusiastic Team Leaders who operate multiple customer service functions for an AU Energy Retailer. Your responsibilities include managing both inbound and outbound environments, overseeing special projects, and driving continuous process improvements as needed. Your pivotal role extends to steering the department towards achieving both departmental and company-wide goal

A SNAPSHOT OF YOUR ROLE

The Energy Service Program Manager shall perform the following tasks:

Oversee the daily operations activities including but not limited to: 

• Overall Operations plans and planning
• Management of all Offline tasks, Energy Ombudsman and internal complaints.
• Individual Performance monitoring
• Team Performance monitoring
• Quality audit & reporting
• Mitigation of impact and risks due to resource deficiency and/or system failure
• Manage with the Manila & AU teams the delivery of strategic plans and development projects for the department

Program and Process Development:   

• Lead the Energy customer service engagement programs and activities & liaise with the other Managers for engagement programs
• Create, update and develop Energy process documents and system instructions
• Participate in Energy compliance and regulatory projects Provides a work environment that engages positive energy, creativity and teamwork among employees. To ensure that this goal is achieved – compromises with employees must be reached by conducting meetings, listening to each department’s issues and concerns and setting a professional example by showing leadership qualities. 
• Perform product-related administrative tasks such as Credit application and approval, Refund Approval, Procedural/Process Documents review, etc etc 
• Works with different stakeholders to identify areas of the business that can be innovated to achieve optimal efficiency and effectiveness.
• Create, manage, delegate, and evaluate projects which drive innovations that aim to grow the business through fine tuning processes, looking for technological advancements and developing personnel resources

Customer Support: 

• Manage Internal CES (Customer Effort Score) and collaborate with CES team to ensure improvement of customer experience
• Work with Quality Team to develop and improve quality benchmarks that will improve customer experience while meeting all Energy compliance and regulatory requirements 
• Manage Energy Internal and External Complaints (Energy Ombudsman, AER and ESC)
• Perform product-related administrative tasks such as Credit approval, Refund Approval, Procedural/Process Documents review, etc 
• Work with training and development for the continuous improvement and updating of training materials.

Energy Regulatory and Compliance: 

• Reporting of all privacy and regulatory breaches
• Breach mitigations and risk management 
• Managing Gas Emergency escalation and reporting (BCP) 
• Handle Gas Emergency refresher and training program
• Ownership of internal and ombudsman level energy industry complaints ensuring all are completed within set SLA's

Other tasks deemed appropriate for the role: 

• Communicates program and company information
• Ensures agents promotion standards drive agent motivation and performance
• Setting rules and procedures for subordinates to follow. This includes setting policies in the workplace to ensure effective implementation and adherence among every employee in the organization 
• Providing Clients and Operation Managers updates and team performance reviews and summaries
• Analyze current situations and identify development that could cause problems in the future
• Reporting, Analysis and provide ideas for improvement within the group
• Build and create reports visible to everyone to drive team’s performance
• Identifies trends and suggests areas of improvement not only within the group but to the Business as a whole
• Perform administrative tasks such as Budget request, supplies request, staffing levels managed to budget and recruitment requests, all other HR & Payroll requests

A BIT ABOUT YOU

• Experienced leader with AU BPO experience
• Experienced in AU Energy industry highly desirable
• Knowledgeable with AU Energy Compliance and Regulations an advantage. 
• Knowledgeable with AU Energy Compliance and Regulations
• Must possess a strong combination of project management skills, technical call center expertise, and client development 
• Must be an expert at developing and maintaining positive and productive relationships with clients; impeccable communication skills and ability to understand clients’ needs is imperative
• Flexible Schedule Availability
• Strong supervisory experience within a contact center environment, must have the ability to demonstrate the skills required for the effective recruitment, selection and supervision of a team 
• Results oriented; thrives on accuracy and high attention to detail
• Efficient and Organized – able to produce significant output and completes assigned work in a timely manner
• Able to adjust quickly to changing priorities and conditions in the work environment 
• Clear and logical thinking

WHAT SUCCESS LOOKS LIKE

• Successful operations handling management in a fast paced call centre environment. 
• Customer obsessed with feedback to evidence satisfaction
• Create exceptional business coaches throughout the leadership team by building and strengthening capabilities. 
• Successful results and improvements in KPIs, goals and targets from project implementation
• Good client relationship
• Happy customers
• Achievement of team’s pre-defined KPIs and SLAs
• Excellent feedback from customers
• Delivering high results while demonstrating the Company Values

WHAT WE VALUE

We’re proud of our diverse global team, all working in a collaborative environment and happy to share these common values:

• Impact
• Passion
• Transparency

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