Alinta Assist Operational Manager, East Coast
Alinta Energy
- Morwell, VIC
- Permanent
- Full-time
Work type: Permanent - Full Time
Location: Morwell
Categories: Customer Service, Retail Markets
- Operating out of our Morwell office
- Lead our high performing Alinta Assist teams
- Flexible Hybrid Working |Energy Discounts|Career Growth Opportunities
- Leading and mentoring multiple Team Leaders across the specialised delivery teams, setting clear expectations for performance and accountability across the Payment Difficulty, Hardship, Life Support, and Family Violence interactions
- Contributing to the development and execution of the Advanced Customer Care strategic plan
- Implementing, monitoring and analysing Customer Experience and Operational metrics to ensure targets and key performance indicators are met, and implementing solutions that optimise workflow, enhance operational efficiency, and improve overall team performance
- Collaborating closely with Workforce Management to assess staffing levels, optimise process and resource allocation, ensuring alignment with program priorities and financial constraints
- Collaborating and building strong relationships with internal stakeholders to understand business requirements and ensure the Alinta Assist program aligns with organisational goals
- Hands-on experience in leading operational teams within a complex processes and compliance-based Contact Centre Environment
- Proven success in thriving within highly regulated and specialised environments, specifically those catering to vulnerable customer needs
- In-depth knowledge of payment difficulty, hardship, life support, and family violence requirements, processes, and operational landscapes
- Strong interpersonal skills, focusing on building and managing relationships with internal stakeholders
- Understanding of the regulatory / legislative framework that governs the energy market would be beneficial but not essential
Closing date: Sunday 7th March
LinkedIn#LI-CH1Advertised: 25 Mar 2024 AUS Eastern Daylight Time
Applications close: 07 Apr 2024 AUS Eastern Standard Time