• Leadership
• Customer Focus
• Salary + benefits

Our client is a well-established NZ business in the transport and tourism experience sector. The organisation has one of the largest portfolios of products. This is a new role and based in Ellerslie.
The organisation is all about driving customer experience both for internal and external customers and stakeholders. Customer First and doing things right first time are keys to their success.
The Contact Centre Manager reports to the Operations Manager and is a senior member of the team. The role is to lead, upskill and coach a team of approximately 25 team members. Driving a positive and vibrant culture.
Key responsibilities will include:

• Driving and managing service levels through targeted and consistent process
• Coaching and training across key activity that works towards Contact Centre best practice.
• Driving a culture of customer success through targeted activities and campaigns
• Best practice customer resolution training and action
• Creating an environment that encourages and delivers a high standard to customers.
• Achieve and exceed financial budgets and operational targets.
• Ensuring adherence to Health & Safety policies and procedures
• Strong relationship management across the Executive team, sales and Marketing, operations and third part suppliers.

To be successful in this role you will need:

• Strong knowledge and capability in a Contact Centre environment
• Leadership ability: the drive, energy, and motivation to lead a team and deliver on clear business objectives.
• Positive and outgoing personality
• Financial management and the ability to work with information, analysing and interpreting trends and planning to achieve desired outcomes.
• Ability to plan and organise to maximise results.
• Positive communication both written and verbal
• Stakeholder management with both internal and external parties
• Able to provide open feedback and training in performance management.
• Resilience, positivity, and energy are key in this role.

This is a fantastic opportunity for someone in the Contact Centre Leadership space. You may also be at the Team Leadership level and can answer yes to the above requirements. If you are focused, organised and have a real desire to find positive outcomes for customers, alongside training and bringing a team along with you, I am keen to speak further.

Please apply to job no 121432 with a cover letter outlining why you have the key ingredients for success.
You must have the right to work in NZ as a permanent resident or Citizen.