Call Centre Team Leader

2 weeks ago

Wellington, Wellington, New Zealand Nova Energy Full time
Expires 7th June 2023

  • Reference:
  • Category: Call Centre & Customer Service
  • Location: Wellington
  • Work Type: Permanent / Full Time
  • Related Documents
Nova Energy is part of the family-owned Todd Corporation, one of New Zealand's largest and most successful companies.

We're the ones who supply great value energy, broadband and phone services to all kinds of Kiwi homes and businesses.


We are expanding our Call Centre into our Wellington office and looking for a dedicated & supportive Call Centre Team Leader to lead & manage this new team of agents.


About the role


Reporting into the Call Centre Manager, you will be responsible for ensuring that our team provides excellent customer service and meets performance targets.

You will work closely with the agents to develop their skills and provide coaching and feedback to help them achieve their goals.


Other key tasks:

  • Recruit, retain and develop high performing staff and ensure agents understand and comply with all call centre objectives, performance standards, and policies.
  • Build a strong team spirit and level of engagement, acknowledging team contribution and achievement as appropriate.
  • Formally coach and mentor team members by fostering high standards and ensuring a culture of learning & sharing experiences.

About you
***To succeed in this role, you will be focused on helping your team build the necessary skills in best practices and knowledge so they can better support Nova Energy customers. You should be analytical, supportive, and prepared to act as a resource to your agents.

Key skills required for this role:

  • Previous experience working in a Call Centre environment within customer care or at a supervisory level
  • Excellent problem solving, leadership, and customer service skills
  • Demonstrable prior leadership experience or the necessary skills to assume the position with confidence.
  • Ability to coach, train, and motivate employees and evaluate their performance
  • Good verbal and written communication skills


While you may not tick all the boxes, if you can demonstrate how your previous work experience or personal skills would make you successful in this type of role, we would like to talk to you.


More about the Team
***Our current Customer Care teams are based in Whakatane, Tauranga and Christchurch.


We're passionate about customer service and know how to collaborate and deliver results while enjoying the little things in life - it's not uncommon to find us spending time together over a shared lunch or putting our singing skills to the test.


We're big on supporting each other's achievements and our vibrant and diverse team is looking for someone who will join us on our journey to deliver great value, made easy.


On top of that, we do morning teas, daily quizzes, and games - which all makes for a great work environment.


What We Can Offer You

  • A discretionary incentive payment based on your performance and the Company's.
  • Annual wellness programme, learning and development programmes, discounted Southern Cross, and a bunch of other good stuff.
  • Flexible work arrangements (WFH 2 days a week)
  • Employee discount programme (Nova Perks), free eye checks, discounted gym, fuel savings to name a few.
  • Generous leave provisions including parental leave top ups for 26 weeks, volunteer leave, and the option to purchase additional leave.
  • Fun Cultural Calendar & social club activities
  • A dynamic environment with an everevolving industry where you can learn, grow, and thrive.

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