Contact Centre Manager

About us: 

At CitiPower and Powercor, we’re proud to deliver electricity to 1.3 million Victorian customers every day through our network of poles and wires. But more than that, we’re here to power communities, support local businesses and keep critical services running smoothly, we’re essential to them all – and none of this happens without our people.

We believe in an inclusive, welcoming workplace where everyone feels safe, valued and respected. From offering great benefits to creating real opportunities for growth, we’re committed to supporting you, your career and wellbeing. It’s why our people stick around, whether you live in the city or across regional and rural Victoria, we’re doing the work where it matters most - right in your own community.

As Victorians electrify everything from homes to transport, we’re focused on ensuring our networks are ready to meet that demand.

If you want to be part of something essential, be essential with us. 

About the role: 
 
This role is responsible for managing and developing the CitiPower/Powercor Contact Centre team, with a focus on providing outstanding customer experiences. 

We are looking for an energetic, experienced leader committed to outstanding customer service, collaboration and fostering a fun, exciting and rewarding team culture.  

As the Contact Centre Manager, you will lead 5 Team Leaders who are responsible for a team of ~70 Contact Centre professionals providing support for over two million customers across the CitiPower/Powercor, United Energy and South Australia Power Networks distribution zones. 

The role is expected to assist and add value to strategic initiatives, process improvements and communication across the business whilst also ensuring service level agreements, regulatory and company targets are achieved.

This role is primarily based in our Bendigo depot, with some flexibility to work from different Powercor office and/or from home. 

What you’ll deliver:

•    Manage the Contact Centre to ensure that the Contact Centre, business, regulatory and service level agreement targets are met, including Max Grade of Service (GOS) & Customer Service Incentive Scheme (CSIS).
•    Ensure customer service standards Contact Centre performance outputs meet internal and regulatory targets.
•    Continually improve contact centre policies, procedures and systems.
•    Ensure operating costs are managed in accordance with budget.
•    Develop the capabilities of the group in terms of skills & behaviours to meet current and future workload requirements.
•    Establish and monitor individual and team goals and objectives and monitor performance to ensure it is in line with agreed service level targets.
•    Ensure effective scheduling and forecasting of resources to ensure company service level targets are met.
•    Monitor and report on contact centre operations and performance.

To succeed in the role you’ll have: 
 
•    Extensive experience in successfully managing a large customer service focused business group to achieve agreed service level targets.
•    Previous experience in developing and motivating employees in a large business group in order to achieve both business targets and employee goals.
•    Detailed knowledge of leadership and human resource management principles and the ability to apply in a 24/7 inbound contact centre environment (non-sales).
•    Detailed knowledge of a contact centre operations and the processes and systems used to monitor and improve contact centre performance.
•    A commitment to collaboration and strong problem solving and influencing skills.

Your career with us:
 
We have a diversity of teams across our business, all contributing to great customer and community outcomes. Our people are our most important asset, and we continually invest in nurturing their capability. We proudly strive to provide a safe, inclusive and sustainable environment where all our people feel respected, valued and supported to bring their whole selves to work and be the best they can be. 
 
With an embedded Inclusion & Diversity Strategy and initiatives like our Women in Power networking group, and Sparkle, our LGBTIQ+ allies pride network, we’re committed to equal opportunities for all employees.  We are proud to be recognised as a WORK180 Endorsed Employer for all women. Click here for more information on how we create and support a diverse and equitable workplace.  
 
Understand how our benefits can support you. We offer a health and wellbeing subsidy (up to $600 per year), paid parental leave of up to 15 weeks for the primary carer, and more.  
 
What’s next? 
 
If you think you have what it takes, but don’t necessarily check every box, or would like to discuss a different or flexible way of working, please still get in touch with us at careers@powercor.com.au
 
Please submit your application via our Careers website by 30 January 2025. For the full Position Description, reach out to Luke Castro from the Talent Team at careers@powercor.com.au 
    
We encourage applications from all communities; people of all ages, nationalities, abilities and cultures, including Aboriginal and Torres Strait Islander peoples, the LGBTQI+ community and people living with disability. 
 
If you require adjustments as part of the recruitment process to accommodate your needs, please don’t hesitate to discuss these with us. 

Beon, CitiPower Powercor and United Energy recognise Australia’s Aboriginal and Torres Strait Islander Peoples as the First Peoples and Traditional Custodians of the lands on which we work. We pay our respects to Elders past and present and acknowledge their ancient and continuing connection to Country.

We work hard to ensure our organisation is inclusive and diverse. This means everyone can feel valued, trusted, authentic and safe at work.