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We've been proudly Aussie since 1837, always finding new ways to innovate in energy and essential services. Now, we're moving towards a sustainable future through electrification and investing in renewable energy—and we’d like you to join us. Whether you're on-site, in the office, or somewhere in between, you'll find opportunities to grow your career here. You'll work with a team that's passionate about powering Australian lives, in a culture that values inclusivity, respect, and learning. Help us create a cleaner energy future, and we’ll back you every step of the way as you build your career.
Join the change. Electrify your future.
About the role
The Telephony Operations Manager plays a critical role in enabling high-performing Customer Market Operations through the effective design, delivery and optimisation of voice, dialler, SMS and IVR platforms. Sitting within the Planning, Optimisation, Telephony & Strategic Ops (POTS) team, this role leads the telephony strategy and technical capability that supports efficient workforce planning, customer experience and cost outcomes.
You will be accountable for end-to-end telephony operations, working closely with internal teams and external partners to drive innovation, digital uplift and continuous improvement. This includes shaping future contact strategies, building strong operational and technical capability, and leveraging data, automation, AI and emerging technologies to improve performance, efficiency and insight across the business.
What you’ll be doing:
Inspire, develop and unite a specialist Telephony & Dialler team, fostering a collaborative “one-team” culture across Customer Markets and Operational Services.
Be the primary voice, SMS, dialler and IVR lead, shaping how customers connect with the business today while designing the future digital and contact strategy.
Drive the design, integration and delivery of new telephony initiatives — leveraging automation, data, AI and emerging technologies to improve customer experience, efficiency and cost outcomes.
Use reporting, trends and insights to optimise service levels, cost, system performance, forecasting and prioritisation — influencing budgets, targets and investment decisions.
Manage vendors and stakeholders to deliver value, meet SLAs and ensure business continuity through robust BCP, issue resolution and operational governance.
About you:
Previous demonstrated experience working within a call centre environment troubleshooting, call flow documentation and routing via Avaya PBX and/or hands – on experience designing and implementing the Amazon Connect ecosystem.
Strong stakeholder management skills with the ability to influence, negotiate and effectively obtain management support.
Strong leadership experience with the ability to plan at a strategic and operational level.
Ability to proactively adapt workflows to meet organisational needs.
Demonstrated experience in technology delivery and understanding of delivery processes.
At AGL, we offer a wide range of benefits including:
Flexible working options including hybrid work.
Discounts on energy, telcos and solar plans.
Participate in Energise - our reward & recognition program.
Access 20 weeks of paid parental leave for the primary carer.
Access to an additional week of recharge leave per year.
Play an active role in our diversity & inclusion initiatives.
Novated leasing and Electric Vehicle subscriptions.
Access to study assistance, AGL’s share purchase plan and insurance deals.
*Benefits may change over time and vary based on role type and location.
Inclusion at AGL
At AGL, we value diversity and welcome applicants from various backgrounds, including Aboriginal and/or Torres Strait Islander peoples, individuals with disabilities, culturally diverse individuals, and members of the LGBTQ+ community. AGL is dedicated to maintaining a diverse workforce and encourages applicants to share their lived experiences.
We offer reasonable adjustments throughout the recruitment process and respect the privacy of those who choose not to disclose. To learn more visit: www.agl.com.au/careers
AGL is proud to be a WORK180 Endorsed Employer for All Women.
Our pre-employment screening process includes a Nationally Coordinated Criminal History Check and a medical assessment if necessary.
The information provided as part of your application to AGL will be managed in accordance with the AGL Privacy Policy.
AGL does not accept agency submissions unless approval has been granted by a member of the Talent Acquisition team. Candidates submitted by an agency without approval will not be considered by AGL.
Location
Docklands VIC 3008Job Family Group
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