BPO and Administration Lead
BPO and Administration Lead
Customer Operations - Dublin Based
Reporting to: Sales Operations Manager
Bord Gáis Energy, part of Centrica PLC, is one of Ireland’s leading energy providers. We supply gas, electricity and energy services to over 650,000 homes and businesses across the country, offering excellent customer service as well as the best value possible. We are the helpful energy company.
This role sits in the Sales Operations area and the BPO and Administration Lead will have full ownership and accountability over the management, reporting and optimisation of all BPO processes for both Residential and Business categories, including email & customer support. The BPO and Administration Lead will be responsible for all elements of our administrative and support processes with a view to creating an environment of continuous improvement and delivering more efficient standard work. Additionally, this role will require close collaboration with both Operations and Retail partners to ensure these processes are working optimally.
Ownership and responsibility over all Front Office administration processes Depending on a review of the operating model and insource/outsource landscape, responsibility may include management of a team of staff in line with given responsibilities Promote a high performance culture that values continuous improvement and includes Business Process Automation, to drive efficiencies. Manage and update AHT models for capacity planning and modelling. Ensure end to end process models are clearly understood and impacts of deviation appreciated Customer Focus – Customer and Business service standards must be met at all times. Establish, meet and exceed the expectations of both our internal and external customers Reporting – Provide weekly / monthly / quarterly Insights as required to evidence effective management and monitoring of the key administration elements of the area Process Improvements – Constantly seek out and deliver agreed process improvements. Streamlining processes where possible. Hold an active role in vendor governance for outsourced teams Design and implement supplier SLA and relevant KPIs and support their delivery Responsible for all Front Office joiners and leavers and the related procedures Input into Quality Framework for all Front Office activity Support the end to end fulfilment of all large group sales and tender wins Responsible for initiative management and benefit tracking related to Front Office activity Promote collaboration with internal departments Support with other Sales Operations tasks during peak periods
Knowledge, Skills and Experience
- Strong attention to detail
- Strong organizational skills
- Advanced excel skill
- CC&B proficiency
- Salesforce experience
- Familiarity working with Residential and Business categories
care | delivery | collaboration | agility | courage
The closing date for receipt of applications for this vacancy is 30 March 2018. Canvassing will disqualify.
PLEASE APPLY ONLINE by hitting the 'Apply' button.
Applications will ONLY be accepted via the ‘Apply’ button.
This role is being handled by the Centrica recruitment team and NO agency contact is required.
March 30, 2018