Service Delivery Manager

Date Posted: 30+ days ago
Morwell VIC

Job Description

  • Join a progressive company and be based in our brand-new office in the Morwell Innovation Centre
  • Grow your career with Alinta Energy in the Latrobe Valley
  • Rewarding salary and bonus
  • Alinta Energy is coming to the Latrobe Valley – We are investing in Australian jobs, to deliver better service and support to our customers across Australia. Our Customer Experience Hub will be opening in 2021 and will create over 230 new jobs in the Gippsland region, located in a brand-new facility. Working for Alinta Energy in the Latrobe Valley will give you the opportunity to grow your career whilst gaining exposure to industry- leading technology and applications to support and drive customer excellence.

    We’re determined to make energy more affordable and we are committed to securing an energy mix that delivers on this challenge.

    We are looking for an experienced Call Centre Manager to join our Service Delivery leadership team in our brand new Customer Experience Hub in Morwell. In this role you will oversee the day-to-day credit functions through Alinta Energy’s Business Processing Outsourcing (BPO) vendors and hardship officers You will have experience working in a similar role within a call centre, a passion for driving results and customer experience. You will be a proactive and collaborative leader who is ready to challenge themselves in all aspects of a start-up project and ongoing service delivery.

    Responsibilities will include:

    • Manage the overall delivery, productivity and performance of end-to-end credit delivery functions
    • Provide operational oversight and governance of BPO operations to ensure optimal delivery of services
    • Ensure that the team is appropriately resourced and performs consistently to achieve Credit & Collections, Payments targets, SLA’s and KPI’s
    • Coach and develop the team to create a culture of collaboration, performance and compliance
    • Set and manage initiatives and budgets to achieve short term and long-term business outcomes

    To be successful you will have:

    • Previous extensive experience in Call Centre Management
    • Tertiary qualifications in business, commerce, finance, or a related field will be highly regarded
    • Previous experience within the Australian electricity and gas market will be highly regarded
    • Extensive competence in all delivery aspects of Business Processing Outsourcing operations
    • Demonstrated understanding of an inbound and outbound credit and collections operations environment, including outbound dialer strategy and real-time adherence management
    • Detailed knowledge of Customer Information Systems
    • Highly developed written and verbal communication skills and proven success in working with a range of internal and external stakeholders
    • Strong complex resolution, analytical and conceptual skills
    • Experience in managing and implementing change

    If you enjoy working in a collaborative environment, thrive with new challenges and enjoy leading a team, we want to hear from you! This is an exciting greenfield opportunity to join a leadership team where you will play a key role in developing and shaping the future for our new operations in the Latrobe Valley.

    Let’s spread the positive energy together…

    Working at Alinta Energy you will have access to a range of benefits, such as:

    • Staff Energy Offer (where products are available)
    • Employee Referral Bonus
    • Salary Packaging options
    • Full access to Headspace Application
    • Salary continuance insurance
    • Employee Assistance Program
    • Purchased leave
    • Community volunteer leave

    Alinta Energy is a Circle Back Initiative employer – we commit to respond to every applicant.

    Click “APPLY” to submit your application.

    Please note that if your application progresses you will be required to complete background/pre-employment checks. These checks may include but are not limited to - right to work/immigration checks, reference checks, criminal background checks, checks, qualification checks and additional finance checks for finance related positions.

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