Role and Key Responsibilities:

• Leadership - Manage a team of Team Leaders
• Manage a team of at least 100-150 executives supporting Voice/Chat operations
• Flexible and willing to work in a 24/7 shift environment
• Responsible for managing the operations seamlessly and timely SLA delivery along with maintaining high levels of employee and customer satisfaction
• Establish & Manage Relationships / Engagement with the Clients
• Oversee team – organize resources, set goals, carry out strategy from Executives and client on a day-to-day basis; reporting responsibilities
• Analyze and maintain all Client Service Level Agreements; implement improvement plans as needed
• Maximize revenue generation to reach long and short-term financial projects (i.e. data collection for billable/non-billable hours, forecasting, budgeting, etc.)
• Selecting, training, developing, and managing performance of direct reports and their associates; including planning and assigning work for staff in accordance with the organization’s policies and applicable legal requirements
• Manage and review operational reports (Attendance adherence, PFP, Client scorecard, Metrics management reports)
• Provide leadership and guidance to direct reports to ensure consistent administration of company policies and standards; define and implement any corrective actions needed to meet operational performance targets
• Conduct regular one-on-ones with direct reports to review individual performance, the performance of their team and offer on-going developmental coaching
• Create a positive work environment through employee engagement; resolve employee relation issues in a professional and timely manner
• Participate in cross functional meetings to review information received from operational support functions - Training, HR, Quality, WFM, TA.- and partner to define action plans that resolve issues and drive continuous improvement
• Implement best practices and over-deliver for clients, drive consistent performance, evaluate staffing needs, with input from BD and Client and make adjustments to meet changing requirements
• Attend business reviews with the client
• Manage & control attrition keeping it to the minimum and plan for timely back fills
• Establish and maintain a working environment conducive to positive morale, individual style, quality, creativity and teamwork
• Provide advice and assistance to senior management in planning, implementation and evaluation of existing operations. systems and procedures
• Take weekly and monthly calls with clients to understand the expectations from the teams and provide updates
• Ensure that all audit related issues are brought to a close
• Identify and drive continuous improvements and initiatives in the process
• Coach & mentor Team leads, enabling them to lead their teams effectively
• Hire leads and managers, train, conduct inductions, manage employee & client satisfaction scores, performance Appraisals and attrition management
• Ensure that all internal customer queries are followed up on a timely basis
• Collaborate with internal teams, inter departments, cross functions across locations
• Be the Key contact for all problems and queries with specific business assigned.

Key skills and knowledge:

• Strong knowledge of Australian Utility Industry and current market trends
• Knowledge of the customer lifecycle journey of Australian utility industry
• Excellent communication in English both oral and written
• Experience in managing NPS for Chat services (minimum 6 months to 1 year)
• Experience in managing teams with sales line of business (minimum 6 months to 1 year)
• Clear understanding of the detractor analysis and outcome training need identification
• Experience in client facing roles managing and representing operations
• Experience in handling multiple teams and must have shown improvement in the overall team performance
• Ability to coach and guide frontline, SMEs, support functions staff & the TL on a clear objective of delivering excellent customer experience
• A creative mind to think beyond the status quo and propose solutions internally as well as to clients
• Experience in working closely with Training and Quality team to strengthen and develop SOPs and training materials
• BQ management
• People management skills

Educational Qualification: 

Graduate