Senior Manager – Contact Centre Operations
AGL Energy
01.2023 - Current
- Lead onshore and offshore contact centre operations across Adelaide, India, and the Philippines, servicing sales, collections, customer service, and compliance.
- Manage a $multi-million budget and full P&L accountability for the onshore contact centre.
- Oversee performance delivery across all key operational and commercial metrics, including compliance, sales conversion, collections (average payment and yield), customer satisfaction, operational efficiency, and profitability.
- Partnered with Product Pricing and Mass Market Sales teams to design, deliver, and execute sales targets across both onshore and offshore contact centres, aligning frontline performance with strategic revenue goals.
- Lead a team of 6 direct and over 20 indirect reports, responsible for 450+ frontline employees.
- Partner closely with BPO vendors to ensure operational alignment, contractual compliance, and continuous improvement.
- Maintain high levels of employee engagement, with a centre-wide score of 91%+ for three consecutive years.
- Champion scalable strategies that balance commercial outcomes with frontline culture and customer value.
