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Telephony Operations Lead

Mid levelSeniorFull-timeHybrid133 Queens Parade, Clifton Hill VIC 3068, AustraliaBusiness operationsCustomer service and supportInformation technologyPosted 3 days ago
View your fit0 of 9 criteria met

About the job

Join a dynamic team at AGL as a Telephony Operations Manager, where you will play a pivotal role in transforming customer interactions through innovative telephony solutions. This position is crucial for enhancing customer experience and operational efficiency, contributing to a sustainable energy future. AGL values inclusivity, respect, and continuous learning, creating a supportive environment for your career growth.

You'll be responsible for

👥

Inspiring and developing teams

Inspiring, developing, and uniting a specialist Telephony & Dialler team, fostering a collaborative 'one-team' culture across Customer Markets and Operational Services.
📈

Leading telephony strategy

Being the primary voice, SMS, dialler, and IVR lead, shaping how customers connect with the business today while designing the future digital and contact strategy.
🚀

Driving innovation

Driving the design, integration, and delivery of new telephony initiatives, leveraging automation, data, AI, and emerging technologies to improve customer experience and efficiency.

What we're looking for

📞

Telephony operations experience

Demonstrated experience in call centre operations and telephony systems.

View fit

🤝

Stakeholder management skills

Strong ability to influence and negotiate with various stakeholders.

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👥

Leadership experience

Proven experience leading teams and strategic planning.

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Meet the team

About the company

View your fit

0 of 5 criteria met
Telephony operations experience
Demonstrated experience in call centre operations and telephony systems.

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Stakeholder management skills
Strong ability to influence and negotiate with various stakeholders.

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Leadership experience
Proven experience leading teams and strategic planning.

View

Technology delivery knowledge
Understanding of technology implementation and delivery processes.

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Data analysis capabilities
Experience using data insights to optimize performance and costs.

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