successfactors
Customer Service Operations Process Lead
Pacific Blue
North Geelong, AUS
Lead · 3+ years experience
Onsite
Discovered 1 weeks ago
Communication
Key Skills for This Role
Communication
Full Job Posting
Key Duties and Responsibilities
- With the Team Leader, foster and lead a culture of teamwork and high performance across the internal and outsource partner service teams; Direct oversight, and management of the performance of the outsource service agents; KPI setting, embedding and delivery within the outsource service team; Setting and managing the budget (headcount) with the outsource service partner of Pacific Blue; Holding external partner to account on performance against KPIs and contractual obligations; Onboarding of all new Agents – internally and through the partner; Ongoing training of service Agents – internally and outsource partner; Setting and ensuring the delivery of the appropriate operating rhythm with the outsource service partner; Working across the Retail Operations team, ensure the appropriate business communications to outsource service team to ensure knowledge as the local teams; As required, act as a Senior Agent and take service customer calls; Deliver the expected Service performance outcomes of Pacific Blue, including but not limited to: Cost Management Headcount Management (outsource) Call volumes Service levels Call handling time Customer service metrics (such as NPS) Call quality Ensure that the Company’s compliance obligations are actively maintained, managed and kept up to date with focus on the compliance obligations allocated to the position title as identified in the Company’s Register of Compliance Obligations Challenges Managing conflicting priorities Requirements to manage through influence - and across different, remote locations Needing to work cross functionally, with a strong ability to influence Required to effectively balance the delivery of service and support to customers ensuring high quality, maintaining compliant operations and meeting the expected outcomes of the business Working in a small team, but with the need to recruit support from elsewhere in the business as required Judgments Ability to engage stakeholders in the development and delivery of service outcomes Required to effectively balance the delivery of service and support to customers ensuring high quality, maintaining compliant operations and meeting the expected outcomes of the business Ability to resolve a range of customer related issues Understanding of the energy retail customer lifecycle Ability to manage the balance between business, customer and employee needs Knowledge, experience (including qualification) and skill Knowledge and Experience Minimum 3 years working in Retail energy 3 years+ experience in as a Process or Performance Leader or similar role Demonstrated experience working in, Contact Centre service teams; Willing to accept responsibility, foster accountability and lead by example Demonstrated experience in developing and implementing customer facing strategies and processes. Experience in managing service level agreements with external suppliers. Demonstrated ability to work constructively and collaboratively with internal teams/functions and have a sound understanding of customer service performance management Track record of performance against leadership and customer service related KPIs Campaign delivery expertise, including tactical and strategic execution of operational activities within all market segments Knowledge of regulatory reporting requirements Skills Demonstrated ability to work in an agile and dynamic business culture Strong effective self and time management skills Exceptional verbal, written and interpersonal communication skills Leadership through influence Managing external partners Problem solving Planning & Project Management Report writing Commercial acumen Risk assessment and mitigation Excellent stakeholder engagement, and ability to manage via influence Ability to think laterally and analytically through complex issues and apply learned knowledge
Qualifications
- Minimum 3 years working in Retail energy 3 years+ experience in as a Process or Performance Leader or similar role Demonstrated experience working in, Contact Centre service teams; Willing to accept responsibility, foster accountability and lead by example Demonstrated experience in developing and implementing customer facing strategies and processes. Experience in managing service level agreements with external suppliers. Demonstrated ability to work constructively and collaboratively with internal teams/functions and have a sound understanding of customer service performance management Track record of performance against leadership and customer service related KPIs Campaign delivery expertise, including tactical and strategic execution of operational activities within all market segments Knowledge of regulatory reporting requirements Skills Demonstrated ability to work in an agile and dynamic business culture Strong effective self and time management skills Exceptional verbal, written and interpersonal communication skills Leadership through influence Managing external partners Problem solving Planning & Project Management Report writing Commercial acumen Risk assessment and mitigation Excellent stakeholder engagement, and ability to manage via influence Ability to think laterally and analytically through complex issues and apply learned knowledge
About Pacific Blue
Renewable Energy182 employeesFounded 1992
Australian private renewable-energy generator and retailer serving residential and business customers with wind, solar, hydro and battery power.
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