Frontline Enablement Lead

2 weeks ago

Auckland City, New Zealand TOWER Insurance Full time

**Why you'll love working with Tower**

At Tower, we put our people first and pride ourselves on creating a diverse and inclusive space that provides opportunities for everyone to thrive. As a uniquely Kiwi and Pacific insurer operating for almost 150 years, with roots all the way back to Dunedin, we embrace and encourage our people to bring their whole selves to work.

We celebrate all ages, genders, sexual orientations, races, religions, and anything else that helps to make our people special. We are proud holders of the Rainbow Tick which is an important symbol for us.

**What will you be doing?**

In this role you will own the delivery of Frontline technical support across all customer journeys within Tower's Customer Contact Centre Hubs. You will work closely with your senior specialists, utilising data to understand the drivers and root causes of the frontline support requirements as well as collaborating with the Practice Leads and Training team to increase frontline capabilities, reducing the need for technical support.

As the Frontline Enablement Lead you will work with your team to ensure your teams are highly engaged, customer focused and always looking at ways to make our customer experiences the best they can be. You will be a champion for coaching, process improvements and developing talent within your teams.

The goal of this role is to increase agent capacity and reduce the dependency of agents on the technical support team. In addition, you will provide leadership support to the Specialists team and coaching agents/team leaders when required.,

You can expect to be across the following:

- Provide inspirational leadership to the Senior Consultants to providing efficient and effective technical support to the front-line agents.
- Be a leader and coach role-model; driving a customer-centred culture supporting your team and internal customers across the customer contact centre.
- You will work closely with the Performance, Governance and Projects team utilising data to understand the drivers of support requests and volumes, creating proactive solutions to reduce demand.
- Researching process, policy, systems, and people (knowledge, skills, training) changes to reduce or eliminate usage of the support team - work with Performance & Governance Journey owners.
- Challenge the status quo - use continuous improvement frameworks to ensure staff are inspired to provide feedback and ideas for improvement.
- Ensure clear performance and development objectives are developed and monitored
- Work with the training team to adapt and evolve onboarding training, Walk Me and Knowledge Management
- Lead projects and initiatives inline with Performance and Governance to increase productivity as well as efficiencies.

**What you'll need**

You will bring your strong leadership capabilities to inspire and lead others through significant transformational change.

**To be successful in this role, you will also be able to demonstrate the following**:

- Minimum of 5 years' experience in leading and driving improvements across customer contact experiences
- Demonstrated business acumen and a strong understanding of a contact centre environment.
- Evidence of leading changes that have positively impacted customer experience and improved contact centre performance outcomes.
- Excellent communication, interpersonal and stakeholder relationship skills
- A strategic outlook with the capability to analyse data and customer insights through all customer journeys and channels.
- Proven ability to use initiative and implement continuous improvements.

**At Tower, we are all about progressing boldly which supports a continuous learning journey for our team. So, if you are interested in this role but feel as though your experience doesn't perfectly align with the description, please still apply**

**What we'll bring to the table**

In addition to a competitive salary, we offer a range of perks and benefits to celebrate and look after our Tower employees.

**Highlights include**:

- A paid day off on your birthday, as well as two extra annual leave days every year and the option to buy an additional eight days of leave. So up to six weeks off
- Wellness leave instead of sick leave so you can proactively look after your health and wellbeing before you get sick
- Career growth - we promote internal capability; we have programmes that recognise star performers.
- Flexible workplace opportunities at our beautiful new Fanshawe St office
- Discounts on Tower insurance products of up to 50%
- Free Life Insurance of up to four times your annual base salary
- Paid parental leave top up for 12 weeks.
- Retail deals and discounts

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