We are looking for an experienced contact centre team manager to lead our team of 5 customer service leaders and up to 55 customer service representatives.
The Team manager role sits within the Collection Operations branch of Stats NZ. The branch builds strong relationships with data suppliers to ensure a sustainable supply of quality and timely data.
The role will be based in our Auckland office alongside the rest of the collection’s operations team. The team manager’s primary focus is to oversee the performance of the contact centre to its deliverables as well as ensuring staff welfare, improve operational quality and consistency.
The Contact Centre operates from Sunday to Friday between the hours of 8 am and 9 pm daily, with flexible work shifts between these times that are based upon business needs.
Provide leadership, development and coaching of customer service leaders and representatives. Actively engaging and supporting the development of your team to ensure better performance and succession planning.
Create a coaching culture where the team can flourish and reach their full potential
Ensure effective and consistent communication throughout the team, encourage feedback and customer insight in order to enhance customer experience.
Embed a performance culture, framework and review processes to achieve service levels and improvements against set targets
Building and maintaining effective internal and external stakeholder relationships
Identifying and instilling best practice, processes and systems and drive continuous improvement environment.
Work with the resource planning and performance team to ensure the most effective resource plans are developed and achieved
Starting salary : $93,000
About you Mōu
A minimum of 5 years’ experience leading and managing contact centre operational teams in a customer-centric environment, managing high performing, innovative teams to deliver challenging targets
A deep understanding of Contact Centre management principles, optimising performance, team engagement & talent development focus
Ability to measure, report and communicate goal attainment
Excellent planning and communication skills (customer-centric) both written and verbal, with a great ability to collaborate with others, clearly articulate ideas / concepts and effectively present to others
What’s in it for you? Ngā hua ka riro ki a koe
You’ll be joining an inclusive environment where people, regardless of gender, race, disability, religion or background are supported to be able to do their best work. This includes :
An environment that’s safe, where you can be yourself
Opportunity to join various social, network and support groups (toastmasters, multicultural, social group)
Exciting and meaningful work that makes a difference to Aotearoa
Opportunity to develop and grow your career (coaching culture, study support, secondments, acting up)