Team Leader - Call Centre

Dayne; Melbourne; Vor Ort; AUD 90.000 - 120.000; Vollzeit

Zusammenfassung

Dayne in Melbourne is seeking an experienced Operations Team Leader to drive the daily operations of the Customer Operations team within the Retail Energy Market. This hands-on leadership role requires coordinating Back of House SMEs and guiding performance, resource planning, and reporting to improve service delivery.

You will report to the Customer Operations Manager and bring deep knowledge of Billing, Payments, Credit/Collections, and Market Management in the de-regulated energy sector, with

Qualifikationen

• Proven leadership ability.
• Strong written and oral communication.
• Ability to manage operational teams through ongoing change.
• Strong knowledge of the Retail Energy Sector.
• Demonstrated team leadership, interpersonal and communication skills.
• Overall knowledge of the regulations, policies, practices and procedures pertaining to Customer Service functions and the Retail Energy market.
• Commitment to excellence in customer service, quality assurance.
• Experience in developing processes and providing training and support to Customer Service Representatives.

Aufgaben

• Oversee daily operation and management of the Customer Operations team.
• Lead Back of House SMEs and coordinate resource planning.
• Drive performance management, reporting and improvements.
• Ensure compliance with energy market regulations and policies.
• Provide training and support to Customer Service Representatives.

Kenntnisse

Leadership

Communication

Change management

Retail energy sector

Team leadership

Interpersonal skills

Regulations knowledge

Customer service

Process development

Training support

Jobbeschreibung

• Challenging Dynamic Fun Environment
• Hands On Role - Retail Energy Market
• Attractive Salary Package - City Fringe

In order to service the growing demand for specialised services in the Retail Energy Market, we are looking for leaders.

This Operations Team Leader role is available for an experienced "hands on" leader with strong knowledge of the Billing, Payments, Credit/Collections, Market Management functions in the Retail Energy sector, including issues relating to the full de-regulation of the Energy market.

This position is responsible for the daily operation and management of the Customer Operations team, Back of House Subject Matter Experts, and you'll be required to undertake resource planning, performance management activities and reporting analysis and recommendations for the team.

You will report directly to the Customer Operations Manager.

To be successful you will have the following knowledge and experience:

• Proven leadership ability
• Well developed written and oral communication and presentation skills
• Ability to manage operational teams through ongoing change
• Strong knowledge of the Retail Energy Sector
• Demonstrated team leadership, interpersonal and communication skills
• Overall knowledge of the regulations, policies, practices and procedures pertaining to Customer Service functions and the Retail Energy market
• Commitment to excellence in customer service, quality assurance
• Experience in developing processes and providing training and support to Customer Service Representatives.