Contact Centre Manager
Concentrix
Auckland
6d ago

Concentrix is a recognised global leader in providing innovative contact centre services and technology. Concentrix partners with clients to support their strategies and provide solutions that maximise high-value interactions at every stage of the customer's life cycle.

You will work hand in hand with our client and the Account Executive to put in place strategies to ensure that the call centre meets its targets in delivering excellence.

You will also be responsible for supervising, coaching, motivating and leading a team by providing day to day operational and administrative support to achieve performance targets.

To be successful in this role, you will need :

  • Previous call centre management experience is essential
  • Demonstrated leadership qualities that inspire and motivate staff
  • Excellent communication and negotiation skills
  • Professional work manner and one that facilitates an environment where all staff can reach their full potential
  • Strong ability to build trust and success within our client partnership
  • Knowledge of call centre technologies and project management methodologies
  • Ability to build and maintain good working relationships
  • Ability to analyse data and present key findings
  • Previous experience with omni channel or digital services
  • Key tasks / activities :

  • Provide Leadership that motivates teams to achieve performance targets
  • Assist the Leadership group in any training, recruitment or induction requirements
  • Ensure Leadership and Agents are meeting quality metrics
  • Manage Agent behaviours and performance plans if required
  • Be an open communicator with an approachable management style
  • Have frequent communication with the client leadership team
  • Support the Workforce Management, Reporting, Training & Quality teams in delivering outcomes for the client
  • Additional Requirements :

  • You will be required to successfully complete and pass a Credit Check
  • Experience in the financial industry is desirable but not essential
  • Location : Albany North Shore

    Background Checks : As part of the recruitment process you will need to successfully complete police, reference & pre-employment checks.

    Report this job
    checkmark

    Thank you for reporting this job!

    Your feedback will help us improve the quality of our services.

    Apply
    My Email
    By clicking on "Continue", I give neuvoo consent to process my data and to send me email alerts, as detailed in neuvoo's Privacy Policy . I may withdraw my consent or unsubscribe at any time.
    Continue
    Application form