Arohia Team Lead

4 weeks ago

Christchurch, Canterbury, New Zealand Vodafone New Zealand Limited Full time

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Join our Christchurch whanau as an Arohia Team Lead and be at the forefront of driving excellence and innovation in our frontline contact centre teams In this dynamic role, you'll provide day-to-day leadership and performance coaching, ensuring our multiskilled teams flow seamlessly to meet demand. You'll be the catalyst for operational success, empowering our Arohia champions by surfacing opportunities, removing friction, and fostering a culture of empathy, care, and support. Your leadership will make One New Zealand the employer of choice, enhancing every stage of our Customer Champion lifecycle from recruitment to high-performance delivery.

As an Arohia Team Lead, you'll thrive in a fast-paced environment where no two days are the same. You'll set and track goals, identify performance improvement opportunities, and champion continuous improvement initiatives. Your commitment to the OMNI ways of working will elevate both employee and customer experiences, aligning with our strategic mission and vision.

If you're passionate about making a tangible impact and leading with energy and enthusiasm, this is the role for you

Ko tō mahi – what you'll do
  • Drive Exceptional Customer Service: Ensure accountability to Standard Operating Procedures and support performance management frameworks. Foster a customer-centric culture in all interactions and tasks.
  • Identify and Surface Opportunities: Use operational reporting and trend analysis to find areas for performance improvement. Enhance the broader frontline team's capabilities through tactical and strategic solutions with Arohia Team Leads and the Head of Care.
  • Set and Track Goals: Create and monitor goals for each team member, identifying opportunities to improve performance and build team capability.
  • Support Continuous Improvement: Implement and lead continuous improvement initiatives for Voice & Messaging to enhance employee and customer experiences.
  • Conduct Quality Audits and Calibration: Perform call/chat quality and case management audits and calibration sessions across Arohia Team Leads. Ensure a standardized approach and consistent performance delivery.
Na tōu rourou - what you'll bring
  • At least 2 years of operational experience in a Call Centre environment, with a comprehensive understanding of customer operations and processes, and the ability to implement process improvements where necessary.
  • Demonstrated leadership skills with a proven ability to recruit, develop and retain a high-performing team.
  • Skilled in navigating conflict and maintaining composure in high-pressure situations.
  • Possess a flexible and open attitude, with a strong drive to prioritize customer satisfaction.
  • Strong focus on people development and growth, with a passion for helping individuals meet and exceed their KPIs and career aspirations.
  • Comfortable with working a flexible roster, including weekends.

Joining the One New Zealand whānau will stretch you, challenge you and provide opportunities you've been seeking to expand your career. You'll engage in unique workplace experiences, be exposed to exciting and innovative technology, and gain opportunities for learning beyond Aotearoa.

At One New Zealand, our purpose is to help create a better-connected Aotearoa, New Zealand. We're focusing on investing more into simpler and better products and services, to make things even better for New Zealanders. We've got Heart, showing up as our best selves in every situation. We have the Grit to deliver a radically better world for our customers. We embrace the Freedom to shape the future, creating a more progressive, more inclusive Aotearoa.

We are also proudly Rainbow Tick certified and champion diversity of thought, perspective and background. We offer a friendly and open environment with leading flexible working practices that help people maintain a personal and professional balance that works for them and their whānau.

Please note our recruitment process:

We're excited to welcome new talent to our team. Due to the nature and urgency of this role, we're prioritizing applicants who are based locally. To be eligible, you must be a New Zealand citizen, resident, or hold a valid work visa with at least 18 months remaining.

As part of our commitment to a safe and secure workplace, we conduct criminal and credit background checks. Please apply only if you're comfortable with this process.

We stand to uplift, to support and to elevate others.

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