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Telephony Operations Manager

AGL Energy - Docklands, VIC

Customer Service & Call Centre
Source: uWorkin

Source: uWorkin


There’s never been a better time to be at AGL

At AGL, we believe progress is powered by our people.

If you’re set on making real change for tomorrow, we have the scale, resources and ambition to get it started today.

Now’s an extraordinary time to work with us. We’re taking the lead on renewables and expanding our products to make them more sustainable, affordable and useful for all Australians.

That’s what we call progress. To achieve it, we’re bringing together people with unique stories, perspectives, backgrounds and talent – and we need yours too!

About The Role

  • Do you have team leadership and people management Skills?
  • Strong Vendor Management & Stakeholder Engagement role
  • Melbourne CBD, chance to work on renewable energy

The team that you will be a part of is responsible for assessing and managing the workforce requirement for all Voice and Non-Voice operations. The team is also focused on improving the OPEX and CAPEX results across Customer Market Operations and the wider AGL businesses.

The Telephony Operations Manager is an integral and a key member of the Planning, Optimization and Telephony Team. You will be responsible and accountable for all aspects of voice, dialler, SMS and IVR management including technical Requirement across the Customer Markets within AGL.

You would also have to make sure that the bench strength within the team is build and work closely with key internal and external stakeholders by providing input towards future contact strategies and initiatives, digital uplift, build business intelligence and identify improvement opportunities.

This is a permanent full-time role.

Key Accountabilities Of This Role

Reporting to the Planning, Optimization and Telephony Manager, the key responsibilities are:

  • Lead the telephony operations and dialler team within the Customer Market Operations business unit
  • Primary Point of contact for all telephony, dialler, and voice related activities
  • Responsible and accountable for delivery of new initiatives for Telephony environment
  • Manage partners/vendors to contractual terms and SLAs
  • Promote and foster an innovation and collaborative culture within the team and operational services

Qualifications, Key Skills And Experience Required

The candidate must be proficient in all aspect of business operations including but not limited to:

  • Proven years of experience working experience in a call center environment which includes dialler functionality, testing, troubleshooting, call flow documentation
  • Strong people management and leadership skills
  • Relevant tertiary business or technology qualification
  • Consultative stakeholder engagement and vendor management skills
  • Excellent verbal and written communication skills

At AGL all employees are encouraged to be themselves and to bring their whole selves to work every day. We encourage applications from Aboriginal and/or Torres Strait Islander people, people living with disability, culturally and linguistically diverse people and people of the LGBTQ+ community, including transgender, gender diverse, and intersex people. AGL has a commitment to maintain a diverse workforce, so welcomes the opportunity for applicants to share their lived experiences but recognises that some applicants may not wish to disclose, so that option is supported.

Please note - unsolicited resumes from agencies will not be accepted by AGL.

Job Family Group

Business and Organization Analysis Management

About Us

Proudly Australian for more than 180 years, AGL operates a diverse generation portfolio supplying energy to 4.2 million customer accounts. We have a passionate belief in progress and a relentless determination to make things better for our communities, customers, employees, the Australian economy and our planet.

Our goal is to make energy simple, fair and transparent and we’re continuing to innovate to enhance the lives of Australians now and into the future. It’s an extraordinary time for the energy sector and we need extraordinary people to meet the challenges. We’re bringing together people with unique stories, perspectives, and talent – and we need yours too. Let us empower you to make a positive difference and together we’ll bring progress to life.

Docklands, VIC

Customer Service & Call Centre


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