Contact Centre Manager
7 months ago
Company Description
At Xplor, we believe that helping people make the most of each day is the most rewarding way to spend ours.
We give small and medium-sized businesses cloud-based, intuitive technology solutions that enable them to manage all the hassles of running and growing a business, so business owners can get back to doing what they love. With Xplor Pay, we help businesses get paid quickly and securely - without hidden fees. We built the tech ourselves, and our platform delivers secure, transparent, fast, and accurate payments.
We are unified by our purpose of helping people to succeed. So, when you become part of our team, you also become part of the personal connection that strengthens the relationship people have with Xplor products.
**Job Description**:
Join Xplor Global Operations as a Contact Centre Manager in Auckland to make a real impact every day. We say that because we know that every conversation we have, every code line we write and every interface we design is another opportunity for us to enrich our customers’ experiences.
Reporting into the Global Director of Operational Excellence, you will be responsible for the regional oversight, leadership and management of Customer and Consumer services. This role will drive team performance, support organisational change and implement new ways of working to enhance operational efficiencies across two divisions.
You’ll lead your teams to own the customer and consumer experience, ensuring Xplor delivers a seamless experience. Some of the other responsibilities include:
- Be a senior presence within Customer and Consumer services, offering coaching and mentoring to Team Leaders.
- Be an escalation point for regional and departmental concerns and empower your teams to resolve complex matters.
- Act as the senior liaison for internal communications to your divisions from internal departments.
- Demonstrate management best practices and conduct supervision for your direct reports, with a focus on personal wellbeing, adhering to company standards and policies, and maintaining oversight of departmental performance.
- Create meaningful goals that can be disseminated across your divisions, ensuring they align with Xplor’s annual performance assessments, and that check-ins are documented.
- Enable a positive and constructive working environment that all colleagues can foster.
- Create and implement support infrastructures to improve quality of performance and experience for customers and consumers.
- Define and oversee the management of key performance indicators (KPIs), ensuring performance and team engagement remains high, while continually assessing areas for improvement.
- Coach Team Leaders to have meaningful conversations to address quality concerns with team members, and empower them to manage performance independently.
- Advocate and monitor overall levels of ‘voice of the consumer/customer’, supporting Team Leads to implement improvements based on feedback and giving support to teams where satisfaction levels drop.
- Remain an expert on relevant Data Protection Act/s and procedures, ensuring the team adhere to company procedures
**Leading people at Xplor**
Leaders at Xplor are tasked with bringing our culture and values to life. The Xplor culture is rooted in inclusive, innovation, personal growth and impact. As a leader at Xplor you will;
- Attract, develop, inspire and retain a high performing team
- Exhibit a desire to help their team members succeed and invest time in their development and growth
- Collaborate and openly debate with the team to manage projects, solve problems, discuss challenging issues, or learn more about critical issues as a group
- Delegate tasks thoughtfully to free up capacity to work at a strategic level
- Work with Xplorers in the team to establish clear, challenging performance goals and metrics for the year
- Use the Xplor performance management and goal setting process to monitor projects and deliver results that exceed expectations and regularly review team progress against plans
- Act as an enterprise leader sharing best practice and driving Xplor wide initiatives
**Qualifications**:
We are looking for curious and empathetic people. We also love to hear from people who are motivated by meaningful work, resonate with our four core values, have a positive outlook, are comfortable with ambiguity and thrive working in an ever-evolving and complex environment. We are inspired by meeting big picture thinkers and doers, people who can be both tactical and strategic, aim high and put people first in everything they do.
Required qualifications for this role:
- Extensive experience in leading, motivating and coaching teams within a contact centre environment.
- Proven track record in defining and monitoring KPIs and OKRs, with the ability to improve team performance and service delivery.
- Previous experience going through transformation and change.
- Able to create and maintain strong working relati
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