• Supervising and monitoring tier-1 Team leaders, Account managers and everyone below them
• Performing root-cause analysis for reporting, coaching, policy modification, system
development and tools improvement
• Ensuring topnotch quality for calls, SMS, Business & Support
tasks
• Facilitates training, seminars, and orientations
• Overseeing staff rostering and making sure we are hitting our SLA (Service Level Agreement)
• Handling cases filed through the office of the Energy and Water Ombudsman (for all states of
AU) against our Company, and reconciling those cases with the customer
• Attending seminars, meeting, and hearing with government bodies or any scheme participants
on behalf of the company
• Managing social media accounts and google business account and responding to reviews
(across all platforms, e.g., Google,
• Performs Survey and open forums
• Ensure good working environment for all the staff, specially those under Operations
Department
• Part of every company wide planning; Maintain good relationship with the client, customers,
and other interested parties
“I have found someone who is smart, has a great work ethic and is easy to work with.”
Sara Brumfield
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