Team Lead

Job Summary

This position is responsible for day-to-day quality review of production staff in support of residential and small business operations.  The position is responsible for establishing and managing processes associated with training, quality monitoring and measuring across the operations. The position is also responsible for identifying, recommending and implementing quality improvement programs and practices with a focus on a great customer experience and a cost-effective, high-performing operation.

• 1-2 years of job-related experience

• Knowledge of the gas and electricity industry and competitive retail markets
• Customer service/customer operations experience

• Familiarity with business operations and consumer sales & marketing

Key Responsibilities

• Manage and achieve daily quality assurance targets
• Review and assess work, including customer calls across operations
• Provide fair, concise, and objective QA feedback
• Report QA findings to staff and functional leads to identify necessary training and knowledge transfer required to improve performance
• Collaborate with key stakeholders on quality processes and scoring techniques
• Report in an accurate and timely manner quality monitoring and reporting for designated call center and back office personnel
• Raise quality assurance concerns and issues immediately to appropriate parties to drive resolution
• Provide coaching and feedback to personnel being monitored and their respective supervisor
• Assist in defining and maintaining standards to ensure the integrity of the Quality Assurance process
• Ability to design and implement quality programs to motivate and recognize employees
• Use business tools and advanced industry knowledge to identify quality improvement opportunities
• Calibrate quality scores in an objective and normalized manner
• Ensure quality consistency across sites and work groups with a focus on the customer experience and a high-performing operation
• Participate in frequent discussions to facilitate understanding and change needed to improve business performance
• Work in a collaborative manner to maintain an effective relationship with all stakeholder groups
• Ability to consolidate quality data and assist in conducting gap analysis to identify root causes and recommend improvements
• Prepare required monthly reporting and ad hoc reports on QA results in a timely fashion
• Work with the functional leads and internal training team to target areas for improvement from QA results

Skill Requirements

• Provides regular coaching and performance feedback to assigned agents
• Engages and motivates employees for improved results
• Excellent communication & listening skills
• Ability to coach people for improved performance

• Ability to sustain individual & team performance that maintains achievement of a high-performing operations
• Knowledge of energy sales and delivery systems, tariffs, customer service, etc.
• Clear understanding of business policy and practice throughout entire retail business
• Absolute credibility with internal business partners and customers
• Strong business acumen
• Excellent organizational, and time management skills

• Advanced interpersonal, presentation, and oral/written communication skills

• Demonstrates effective problem solving and decision-making skills, good insight and judgment as well as innovative and creative thinking
• Skilled in using computer software applications such as Microsoft Office

Other Requirements

• 8–10 years of experience in Order-to-Cash (OTC) billing, including dispute resolution.
• Strong working knowledge with SAP or any billing related ERP system
• 3+ years of team management experience with a minimum span of 20-25 resources
• Exposure to managing Utility Clients will be an added advantage
• Proficient in MS Office (Excel, Word, PowerPoint), with strong analytical skills.
• Strong customer-centric approach with focus on service excellence.
• Ability to quickly adapt to new processes and systems
• Excellent multitasking, prioritization, and problem-solving skills.
• Strong organizational, time management, and stakeholder management abilities.
• Effective communication skills with the ability to collaborate across teams and influence outcomes.
• Lead to a team of Billing specialists and ensure end to end ownership of Billing Operations
• Ensure team adherence to KPIs, SLAs on a daily, weekly and monthly basis
• Drive team productivity as outlined in the performance scorecard
• Manage staffing requirements daily based on volume inflow
• Ensure timely and accurate invoice submission by Billing Specialist in line with contractual obligations
• Act as the primary escalation point for unresolved issues, providing guidance and resolution support to the team.
• Analyse, review, and approve billing adjustments and corrections to ensure accurate invoicing.
• Identify and drive process improvements, automation opportunities in existing processes
• Drive employee engagement and development initiatives for the team
• Ensure team attrition is effectively managed to avoid any service delivery impact
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