Customer Care Manager

Job Title: Customer Care Manager
Contract Type: Permanent Recruitment
Location: Auckland - Inner
REF: AK47755
Contact Details: Lidya Sultandi
Contact Email:
Job Published: 11 months ago
Customer Care Manager required to join a people focused organisation based in East Auckland. Reporting to the Executive Manager Contact Centre, you will be in charge of operational excellence and be accountable for delivering on strategic objectives via the day to day running of the Contact Centre.

__The Role:__

The role of Customer Care Manager is all about developing a culture of continuous improvement to ensure aspects of operational performance and people are in alignment with the wider business strategy.
The focus of this role is all about people, stabilising operational performance and supporting your agents to ensure they are successful in the role.

You will have 5 direct reports and a wider team of 70 indirect inbound customer service agents.

__The Company:__

The business you will be joining is well known, have recently gone through a phase of change and a are currently in the implementation phase.

They provide customers with the solution and help connect products to people and businesses.

The culture of the organisation is an absolute focus, they have excellent tenure in their contact centre with a focus on people and customers.

__Some of the key things you will be charged with:__

- Driving continuous improvement, operational efficiency and customer satisfaction

- Build and maintain high levels of staff engagement focusing on individual and team performance

- Customer focused and ensuring the voice of the customer is heard

- Coach and develop staff to ensure there is a succession strategy

__Key skills and competencies we will be looking for:__

- Proven experience managing contact centre staff in a corporate environment

- Experience driving customer service strategies and initiatives

- Knowledge and experience of contact centre operations management

- Ability to influence, negotiate and manage conflict resolution

- Customer focused with passion for technology

If you are currently looking for the next step in your career, and enjoy working in a dynamic, customer and people centric environment this is an exciting opportunity for you to come in and make your mark!

Lidya Sultandi
0275 666 559