Team Leader Contact Centre

2 weeks ago

Wellington, Wellington, New Zealand New Zealand Red Cross Full time
Posted: 11/04/2023

Closing Date: 09/05/2023

Job Type:
Permanent - Full Time

Location:
Wellington

Job Category:
Call Centre and Customer Service,Voluntary, Charity & Social Work

We have an exciting opportunity to make a difference in people's lives and our community


Red Cross is the world's largest humanitarian organisation, working together towards our mission to improve the lives of vulnerable people by mobilising the power of humanity and enhancing community resilience.

New Zealand Red Cross is a New Zealand wide organisation with over 14,500 members and 500 staff.


We welcome and encourage diversity in our workforce and adhere to best practice equal employment opportunity principles in all aspects of our recruitment and our ways of working.


Team Leader Contact Centre

Permanent - Full Time


This role is responsible for providing team leadership to our small virtual Contact Centre (consisting of Customer Service Representatives) and ensuring that high quality and consistent customer service is provided to all internal and external customers of New Zealand Red Cross (NZRC).

You will be responsible for providing timely and appropriate support to the members of your team to empower them to operate at their best potential.

Your challenge will be to manage your team by utilising best practice leadership, managing workflows and dealing with escalations from your team.

This role requires strong abilities to prioritise, make decisions on the fly and resolve customer escalations.

In this role, we are looking for someone who has the capacity to:

  • Provide leadership and team management for a team of Customer Service Representatives (CSRs). This includes managing people, rosters, workflows and dealing with escalated issues.
  • Manage the team budget according to delegations.
  • Maintain awareness of Contact Centre or customer service trends in the wider sector and align NZRC practices with sector best practice.
  • Resolve successfully any escalations from customers, and incorporate feedback about team performance.
  • Ensure staff are trained and supported to perform at a high level, including ensuring that the team has uptodate expertise to resolve customer needs related to all NZRC business units.
  • Provide consistent and uptodate reporting to the team and management utilising Contact Centre reporting systems, and analyse for trends.
  • Champion and coach the team to adopt continuous improvement practices, to identify and develop actions to improve efficiencies.
  • Ensure the Contact Centre operates successfully in a digital environment, including digitalization and accurate storage of files, and the successful use of digital tools or systems.
  • Ensure the Contact Centre has uptodate Business Continuity Plans and are ready to adapt to providing customer service during emergency situations as needed.
  • Experience in managing contact centre teams or staff.
  • Experience in the daytoday user management of a virtual contact centre platforms i.e. call flow management, knowledge base development.
  • High levels of personal resilience and stress/time management.
  • Great customer service skills, and superior listening, verbal, and written communication skills.
  • A welldeveloped ability to build strong positive working relationships with key stakeholders.
  • An ability to multitask, set priorities and manage time effectively.
  • Be enthusiastic and have the commitment to work as a team member of NZRC.

Benefits you can expect:

  • Ongoing support will be provided including professional development opportunities.
  • Being part of a passionate team of colleagues focused on supporting our humanitarian mission.
  • Enjoy working for a wellrespected humanitarian organisation.
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A recent copy of CV/Resume:

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Cover Letter:

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Passport:

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Right to Work(If Not NZ Citizen)


You must have the right to live and work in New Zealand to be considered for this job, **Applications close at 05:00 Pm on 09 May 2023.

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