Team Leader Contact Centre

2 weeks ago

Christchurch, Canterbury, New Zealand New Zealand Red Cross Full time
Posted: 25/05/2023

Closing Date: 19/06/2023

Job Type:
Permanent - Full Time

Location:
Christchurch

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

About the New Zealand Red Cross


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

The New Zealand Red Cross is committed.

We're committed to diversity and inclusion and have an active Takatāpui and Rainbow Network, Rōpū Hāpai Māori, and Green Team.


Team Leader Contact Centre

Permanent - Full Time

Flexible working in Christchurch or Wellington


This role is responsible for providing team leadership to our small virtual national Contact Centre and ensuring that high-quality and consistent customer service is provided to all internal and external customers.

You will be responsible for the daily operation of the Contact Centre, including creating an environment that encourages and empowers the team to operate at their best potential.


This is a great role that requires the individual to operate across a broad range of skills and knowledge - from providing great people leadership, to developing and implementing new service deliverables, to providing technical systems oversight.

This role requires strong abilities to prioritise well, make good timely decisions, 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.
  • Ensure CSRs are trained and supported to perform at a high level, including ensuring that the team has uptodate expertise to resolve customer needs.
  • Champion and coach the team to adopt continuous improvement practices, to identify and develop actions to improve efficiencies.
  • Manage the Contact Centre budget according to delegations.
  • Resolve successfully any escalations from customers, and incorporate feedback about team performance.
  • Provide consistent and uptodate reporting to the team and management utilising Contact Centre reporting systems, and analyse for trends.
  • Maintain awareness of Contact Centre or customer service trends in the wider sector and align NZRC practices with sector best practice.
  • Ensure the Contact Centre operates successfully in a digital environment, including oversight of Contact Centre specific software and tools.
  • 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 19 June 2023.

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