Contact Centre Manager
1 month ago
- Fulltime
About HRV:
At HRV we believe everyone should love the feeling of coming home.
In fact, since we started in 2003, we've helped over 500,000 Kiwis love the feeling of coming back to a warm, dry home.
We provide whole home solutions, covering Ventilation, Water Filtration, Heat Pumps and Air Conditioning.Since 2017 we have been part of Vector Limited, so you know you have the backing of one of New Zealand's largest companies.
About the role:
Join a dynamic and thriving team, committed to creating a workplace where safety, wellbeing and performance excellence are paramount.
We are now looking for a dedicated Contact Centre Manager to join our team in 2024 to lead our Auckland team, ensuring a culture of safety, high performance and customer-centricity.- Developing and implementing strategies to improve our ways of working for the customer experience and optimise sales.
- Lead, coach, and motivate the team, fostering a coaching culture focused on continuous improvement
- Engage in performance cycles, goal setting, and development plans to drive high performance aligned with company values.
- Establish a service quality and "customer first" culture within the contact centre.
- Proactively explore growth options and opportunities for the business
- Setting measures and analysing the effectiveness of campaigns, contact centre performance and productivity.
- Ensure that financial results/ targets are being achieved.
- Offer recommendations and give feedback to improve all functions of operations within the contact centres.
- Collaborate with a variety of internal and external stakeholders across the business.
- To succeed in this role, we're looking for someone with:
- Experience leading contact centres in a B2C sales environment
- Excellent problemsolving skills and the ability to think strategically.
- Knowledge of Contact Centre management, practices, techniques, and technology.
- Strong interpersonal and customer service skills.
- Excellent collaboration and influencing skills.
- Relevant experience in customer service and sales.
- High technical and professional skills/knowledge across contact centre operations.
- Sound experience in workforce management and resource scheduling; understanding of business cycles and forecasting people requirements.
What's on offer:
You will be offered a competitive salary, and the opportunity to grow your skills and make a real difference in a supportive, high-performing team.
- Laptop and mobile included.
- Flexible working arrangements available
- Free onsite parking
- Paid Birthday Leave take the day off on us
- Employee Assistance Programme
- Employee Recognition Programme (referral scheme and annual awards)
- HRV Employee Discount off CAIL products
- Staff discounts on a range of great brands (Noel Leeming, Place Makers, Repco, Torpedo 7, Pita Pit, The Coffee Club and many more)
- Become a ParaPartner and purchase direct from Panasonic at Friends and Family pricing.
- If you are a dynamic leader with a passion for safety, customer service, and achieving outstanding results, we invite you to apply. Join us in creating a workplace where people love the feeling of coming home, safe, every day.
HRV respects and values people who are different from each other, including gender, ethnicity, disability, age, sexual orientation, race and religion.
Please note, all applicants must have the legal right to work and live in New Zealand.We have other current jobs related to this field that you can find below
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