Client Contact Centre Manager

2 weeks ago

Hamilton, Waikato, New Zealand Family Planning Full time
Posted: 21/07/2023-
Closing Date: 31/07/2023- Job Type: Permanent - Full Time- Location: Hamilton- Job Category: Customer Service,Senior Leadership and General Management
KO Ā MĀTOU MAHI - ABOUT OUR WORK
Family Planning is New Zealand's leading sexual and reproductive health organisation.

We believe people should have access to equitable quality services and information so they can make informed choices about their sexual and reproductive health.

Our work is guided by our strategic vision, whakamanahia - equity, access and choice.

MŌ TĒNEU TŪRANGA MAHI - ABOUT THE ROLE
We are looking for a Client Contact Centre Manager to lead our Client Contact Centre Team.

The contact centre has a critical role and if often the first point of contact for our clients setting the tone for client experience at Family Planning.

This role is a great opportunity for an experienced leader to further develop Client Contact Centre Team's capability.

You will actively contribute to new initiatives and champion change through delivery of projects that improve our services, processes and systems in line with our strategic and operational goals.

This is a full-time role offering 40 hours per week. The role is based in our Client Contact Centre (CCC) in Hamilton. Reporting to the Director of Clinical Services and works collaboratively with other management team members across the organisation.


As the Manager you will be responsible for all areas of people leadership and embedding a performance culture using your coaching and inclusive leadership style.

You will be familiar with establishing contact centre KPI's to identify areas for improvement, training opportunities and support the team to meet their goals and targets.

The roles offers both an operational and strategic focus and you will have the ability to contribute to the design and implementation of strategic initiatives that impact the contact centre in line with our strategic plan.

You will also be responsible for reporting and analysis of contact centre data to utilise insights to improve processes, manage budgets, resolve issues and identify solutions to complex issues.


This is a unique opportunity for someone who is enthusiastic about the work of Family Planning and the delivery of services that promote diversity and inclusion.


To be considered for the role you will ideally have:

  • 5+years in a Senior Client Contact Centre management position or similar.
  • A relevant tertiary qualification (preferred).
  • Client Management System (CRM) experience.
  • Experience managing the complexity of calls from Inbound, Outbound, CRM & Leads.
  • Experience or qualifications in the health sector (advantageous but not essential).
  • Welldeveloped computer literacy, preferably with prior experience of Patient Management Systems.
  • A desire to be innovative and work collaboratively with clinical and other key services.
  • Exceptional communication, interpersonal, and customer service skills.
Full details of the role are outlined in the attached Client Contact Centre Manager Position Description.

HE AHA AI KO TĀTOU? - WHY US?


Every single one of our team can leave work at the end of the day knowing their mahi makes a difference for our diverse communities.

Our people are deeply valued not only by us but by our clients. You will be well-supported in our caring organisation and work with a fantastic team of committed people.

As our people are at the heart of our organisation, we are committed to cultivating an inclusive and diverse work environment where our people can thrive.


Some of the ways we do this include;

  • Kiwi Saver contributions on top of base pay.
  • Flexible working options.
  • Maintaining and strengthening a diverse, inclusive, and equitable workplace.
  • Establishing a wellbeing working group to champion wellbeing initiatives and provide support across Family Planning.
  • Investing in your ongoing learning and development, leadership development opportunities and inservice training.
  • Some of our staff benefits include access to EAP, immunization programme, birthday leave, discounted health insurance, peer recognition programme, recognition of service, additional parental leave entitlements, use of Family Planning clinical services up to the value of $100, free Family Planning membership and many more to come

ĒTAHI ATU KŌRERO - FURTHER INFORMATION

HEI TONO MAI - TO APPLY
**Closing date: Monday 31 July 2023.

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