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Contact Centre Team Leader

4 months ago

Manukau, Auckland, New Zealand Blind Foundation Full time

Job Type:
Permanent/Full-time

Location:
Auckland

Closing date:
Wednesday, 08 February 2023


Blind Low Vision NZ is the leading national provider of vision rehabilitation services for people who are blind, deafblind or have low vision.

Now more than ever, the opportunities are here to make a real difference for people with sight loss, and you'll help us achieve our vision of empowering New Zealanders who are blind, deafblind or low vision, to live the life they choose.

As well as supporting individuals, we seek to make big-picture change by advocating for inclusive communities and for optimal eye care services for all New Zealanders.

We have a rich history stretching back to 1890 and as we continue to connect people with sight loss to expert staff and their peers, we also continue to be one of New Zealand's most trusted and iconic not for profit organisations.


Purpose of the role:


The role will be supervising the Contact Centre team, based in Parnell, who are the central point for all incoming contacts nationwide and play a key role in setting client expectations of Blind Low Vision NZ.

This is a vital role and is responsible for ensuring that the team are trained and engaged to deliver consistent information and solutions for clients and to provide a positive client experience.

The Contact Centre Team Leader is a hands-on role which allows you to both take calls and perform supervisory functions.


Some of the key objectives of this role:

  • Ensure best practice processes exist and are followed within the Contact Centre team
  • Monitor KPIs and take remedial action where necessary
  • Manage outbound calling programmes when needed

What we are looking for:

  • A minimum of 2 years' experience in a team leader role
  • A commitment to customer service excellence and the ability to develop and maintain effective working relationships
  • Ability to engage effectively with callers who are troubled or distressed
  • Excellent time management and problem solving skills
**_
- **This is a great opportunity to join an organisation that is truly passionate about helping their clients, while also offering rewarding career opportunities, great staff benefits, and a flexible work environment where possible As we strive to be a for purpose organisation, our staff take an active interest and participate in fundraising and volunteer opportunities.


Blind Low Vision NZ welcomes diversity in the workplace and encourages suitably qualified people who are blind or have low vision, or any other disability to apply.