Service Delivery Lead
Johnson Controls
Onehunga, Auckland, New Zealand
19h ago

What you will do

Responsible for the delivery of effective Leadership, Management and Development of staff to provide the customer with high levels of security protection at all times.

To lead the operational Service Team in ensuring professional and efficient customer service delivery in accordance with the overall strategic direction of the company and its values.

  • Action all escalated matters ensuring issues are resolved and feedback is provided to the customer and agent;
  • Leading medical helpdesk team and will be dealing with all medical escalations and medical audits.

    Provide leadership support during after hours.

    How you will do it

  • Lead the team by being a positive role model and fostering the development of a focused, motivated and successful team Walk the Talk .
  • Build an effective team by attracting, recruiting, onboarding, training, coaching, supporting, engaging and recognising staff to achieve business outcomes;
  • Drive achievement of Key Performance indicators as set by Senior Management for all inbound and outbound customer calls, all outstanding action and job queues, staff productivity, call quality assurance and attendance targets;
  • Closely monitor and manage any technology outages and implement Business Continuity Plans when required;
  • Required

  • Contact Centre Management experience.
  • Field services delivery experience.
  • Preferred

  • Tertiary degree education advantageous
  • Security Background
  • Please note you must be eligible to work in New Zealand to apply for these positions.

    Additional Information

  • Overtime Status : Exempt
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