Contact Centre Manager

3 days ago

Auckland, New Zealand AMP Group Full time

We're looking for an experienced Contact Centre Manager to join our Client Services Leadership Team As the Contact Centre Manager, you will be responsible for overseeing the daily operations of the contact centre, ensuring that the team delivers high-quality customer service across multiple channels, including phone, email, and livechat.
You will also be involved in setting and monitoring performance targets, coaching, and developing staff, resolving escalated issues, and liaising with other departments and stakeholders .
About the role - Mō te turanga mahi The Contact Centre Manager is responsible for creating and fostering a high performing team of 17 staff who are focused on supporting our customers in their time of need.
Their focus is on providing help across all channels, value add activities, showing empathy, and providing first call resolution to customers.
What you’ll need to succeed - E rapu ana mātou Work in a changing and dynamic environment and the ability to deliver within it.
Proven experience in contact centre management, operational and people leadership skills.
Develop and maintain a high performance culture within the contact centre and wider CS business unit.  Apply innovative approaches to problem solving and focus on continuous improvement.
Recruit and retain high quality employees.
Ensure a strong focus on retention of customers and strategies to support both growth and retention.
Engage at all levels of the business with excellent communication, influencing and interpersonal skills and the proven ability to build and maintain relationships.
Ensure alignment and coordination of customer service strategies and initiatives.
Demonstrate service excellence skills to handle complex or escalated customer inquiries and complaints, ensuring that they are resolved promptly and professionally.
Use customer insights to drive and influence change.
Learn, retain, and coach others for extensive product and systems knowledge.
Monitor and evaluate the quality and efficiency of the team's interactions with customers, using various tools and metrics.
Who we are - Ko wai mātou Sometimes we all need a little help to get where we want to go.
From family, friends, mentors.
But when it comes to money matters, where do you turn? At AMP Wealth Management New Zealand, we’re committed to providing a little help, so Kiwis can get started, get where they want to go, and enjoy the retirement they want.
We're a leading provider of Kiwi Saver, helping our clients to determine the best strategies to reach their financial goals.
We also offer a range of general insurance products to help provide financial security, including house, car, contents and travel insurance.
We recognise the vital role business needs to play to support our communities.
That’s a key part of who we are and what we do, including being a: Living Wage accredited employer Supporter of women’s wellness initiative, Dignity NZ Proud partner of mental health charity, Voices of Hope Rainbow Tick certified employer Te whakaute hei paparahi, kia toitū tea o hurihuri nei - Care is the foundation of living a meaningful and sustainable life.
At AMP we are dedicated to fostering an inclusive and culturally rich environment that reflects Aotearoa New Zealand and celebrates the diversity of our workforce.
A key part of our journey is to embrace and advocate values of Te Ao Māori – the Māori world view.
As we continue to build on this, the implementation of Maori customs and protocols into our business culture and practices is another significant step forward.
At AMP we encourage our staff to engage and build competency in this space, as we strive to foster stronger connections with our clients, partners and the communities we serve.
Financial wellbeing is key to leading a fulfilled and happy life.
But wellbeing for us is about more than just money.
Which is why in addition to several market-leading financial benefits, we provide our people with opportunities and support to develop and grow their careers as well as a range of wellbeing initiatives, including: Up to 6% employer superannuation contribution  Free life insurance  Free income protection insurance  Free Southern Cross health insurance  Flexible working environment Access to our wellness programme, including free skin checks and flu vaccinations.
Desired Skills and Experience Proven leadership experience in managing a high performing Contact Centre for a minimum of 3 years.

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