ALL JOBS FROM AROUND THE PACIFIC

The position will be based at the Energy Fiji Limited’s National Control Centre (NCC), Vuda Lautoka and will report to the Manager Customer Services & Contact Centre.

Key Responsibilities:

• • Effective & Efficient Management and planning of Contact Center section on a day to day basis;

• • Forecast, Evaluate, and Design a workable roster to suit the 24/7 operation hours with appropriate Full-time equivalent of staffing (FTE);

• • Priorities and Coordinate any emergency cases, following an event report to the Manager CC &CS and to GMCS;

• • Analyze and identify the most appropriate course of action for problem resolution and effectively communicate plans to those impacted. Process re-engineering;

• • Proactively solve problems and provide timely solutions to ensure minimal impact to customer and employee Satisfaction;

• • Able to work on flexi hours as and when needed or required, e.g. in the weekend or during cyclone periods, or major outages;

• • Check and ensure that daily shutdown information is disseminated to the media and all relevant customers and stakeholders;

• • Work with the CE Contact Centre Team to ensure the handover of shifts is done swiftly daily, able to take part in Public Awareness or Customer visitation if required;

• • Contribute to achieving Customer Satisfaction Survey target for Business and Domestic customers;

• • Contribute to achieving Customer Visitation to collect constructive feedback;

• • Collect , analyze and escalate customers' feedback to appropriate stakeholders;

• • Manage customer feedback with internal stakeholders;

• • Identify, Analyze and conduct training to team members when needed.

 

Staff Management

• • Monitor Staff performance including the following:

• • Do coaching and provide training to staff when needed;

• • Able to do counseling and do a recommendation for next action ;

• • Able to work with Manager CC&CS, GMCS and HR when it comes to disciplinary;

• • Able to do team meeting Conduct weekly meetings to ensure the CSR are up to date with all the information and new products and services the company is providing;

• • Strong in influencing staff on EFL Values;

• • Able to do succession planning for the team.

 

Finance

• • Monitor and control expenses in the section in accordance to budget;

• • Manage team member’s annual leaves to be kept at the threshold required on 6 months interval;

• • Ensure accounts are checked thoroughly when customers call and all necessary update done in Gentrack;

• • Ensure the customers are getting regular bills;

• • All needs to be raised to relevant section with your Manager copied in the email;

• • Regular follow-ups on Issue are raised.

 

Reporting and Innovation

• • Daily, Weekly and Monthly reporting is submitted on a timely manner;

• • Innovation and Initiatives;

• • Participate in special projects activities and support teams in providing information and reports;

• • Highlight the abnormality with recommendations.

• • Motivate team members and planned team bonding activity

 

SKILLS & KNOWLEDGE

Analytical skills: ability to analyses data, interpret and visualize trends and make sound conclusions that will be basis of a recover calculation. Be able to trend data and identify aspects of revenue loss.

Quick learner, investigate, attention to detail ability to understand new concepts in terms of metering system operation, electrical operation and concepts to electricity metering. Be investigative enough to pick up critical information and be able to utilize this information to further strengthen recovery case. Have a keen eye for attention to detail.

Communicate and Influence Effectively A demonstrated ability to; structure messages clearly and succinctly orally and in writing. Focus on gaining a clear understanding of others comments by listening and questioning for clarity. Check that own views have been understood, listen to differing ideas to develop an understanding of the issues.

 

OTHER KEY COMPETENCIES

PROFESSIONALISM Knowledge of Fiji Electricity Act and Regulations, EFL practices and procedures and ability to apply them. Ability to identify electricity consumption pattern, analyse and formulate opinions, make conclusions for recovery approach. . Shows pride in work and in achievements; demonstrates professional competence and mastery of subject matter; is conscientious and efficient in meeting commitments, observing deadlines and achieving results; is motivated by professional rather than personal concerns; shows persistence when faced with difficult problems or challenges; remains calm in stressful situations.

PLANNING AND ORGANIZING Develops clear goals that are consistent with agreed strategies; identifies priority activities and assignments; adjusts priorities as required; allocates appropriate amount of time and resources for completing work; foresees risks and allows for contingencies when carrying out recovery calculation; monitors and adjusts recovery strategies and actions as necessary; uses time efficiently

INNOVATION MANAGEMENT Energy Fiji Limited (EFL) is fully committed to fostering an innovation culture, which is stated as one of our core values. EFL is reinventing its approach to adapt to such dynamic business environment by stimulating and unleashing the creative potential of every individual employee at every level to provide innovative solutions to organizational challenges resulting in better customer experience. This can be achieved by developing our people and nurturing them through an embedded innovative culture where they can combine productive resources to develop effective business processes for improved service delivery. The incumbent must foster innovation at its best.

Key Requirements:

• • A Diploma or an Advanced Diploma in Business Studies/Front Line Management/Commerce/Hospitality Management from a recognized tertiary institute;

• • At least 3 to 4 years’ experience in a Call Centre (Inbound or Outbound);

• • Excellent Leadership skills;

• • Driving License will be an added advantage.

 

EFL IS AN EQUAL OPPORTUNITY EMPLOYER