Contact Centre Manager

2 weeks ago


Auckland City, New Zealand National Storage Full time

**Attractive Remuneration Package**

**Top 200 ASX Listed Company with Fantastic Career Growth Opportunities**

**Supportive and Focused Team Culture and Environment**

**About National Storage**

It’s an exciting time for us at National Storage as we continue to expand and solidify ourselves as the market leader within Australasia for all things storage.

We have an exciting opportunity for a New Zealand Contact Centre Manager to join our rapidly growing, ASX 200 listed company with 220+ Centres located across Australia and New Zealand offering self-storage, business storage, records management, climate-controlled wine storage, vehicle storage, vehicle and trailer hire, packaging, insurance and other value added services. Each National Storage centre reflects our commitment to teamwork, care and excellence.

**The Opportunity**

This is a full-time permanent role for a passionate and motivated Manager to help set up and manage our Auckland-based Contact Centre operation. Reporting to the General Manager Customer Experience (Australia-based), your key focus will be on driving the operational performance of the Contact Centre in New Zealand (customers are serviced across New Zealand AND Australia).

Exceptional leadership is critical as you lead and manage human, physical and financial resources to ensure the operations side of the business is highly effective, whilst ensuring a safe, happy working environment and compliance with company policy and procedure.

**Key responsibilities will include**:

- ** **Lead, motivate and manage an effective team to achieve optimal sales objectives, customer service levels and set business objectives
- Responsibility for achievement of financial budgets and profitability of the Contact Centre in New Zealand
- Ensure the Contact centre is achieving across financial performance metrics, including sales and KPI targets
- Provide coaching, guidance and feedback to continually develop the Contact Centre team
- Oversee and ensure effective resourcing, recruitment and training of Contact Centre Agents
- Provide accurate and timely reporting to Management on New Zealand activities and performance
- Ensure the Contact Centre is compliant with Occupational Safety & Health regulations and requirements
- ** **Strong leadership and people management skills and a strong understanding of how to build and maintain a great team culture
- Minimum 2 years’ demonstrated success in a Contact Centre Management role, in a medium-large organisation or similar
- Previous experience in the recruitment and management of contact centre agents
- Strong financial and business acumen
- Ability to effectively coach and mentor team members, with a sound understanding of best practice performance management
- The ability to build trusting and authentic relationships with internal and external stakeholders
- Excellent communication skills across all levels of the organisation
- High level of organisational skills with the ability to self-manage time and work under pressure to meet deadlines
- Ability to analyse complex financials and develop effective reports
- Ability to think analytically and develop effective strategies
- Good knowledge of Occupational Safety & Health regulations

**Benefits of working with us**:

- ** **Attractive remuneration package
- Top 200 ASX listed company with fantastic career growth opportunities
- Supportive and focused team culture and environment
- Access to staff incentives, rebates for health based programs, access to exclusive retailer discounts and more
- Join our National Storage Team where we value Teamwork, Care and Excellence



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