Team Lead

5 months ago


Hamilton, New Zealand Te Wānanga o Aotearoa Full time

**Team Lead - National Contact Centre**
- Do you have advanced knowledge of Salesforce and experience with multiple Contact Centre systems?
- Permanent, Full-time (37.5 hours per week)
- Free health and life insurance, generous leave provisions plus additional leave based on length of service, free car parking.
- A whanau-friendly workplace

**About us**

Te Wānanga o Aotearoa (TWoA) is New Zealand’s second largest tertiary institution, and we’ve been providing transformational education opportunities to New Zealanders for nearly 40 years. Our vision of **‘Whānau transformation through education’** drives our commitment to being at the forefront of tertiary education underpinned by Māori culture and values.

Ko ngā uara (our values) are woven throughout the actions we take to achieve great outcomes for our tauira (students) and kaimahi (employees):

- ** Te Aroha**:Having regard for one another and those for whom we are responsible and to whom we are accountable.
- ** Te Whakapono**:The basis of our beliefs and the confidence that what we are doing is right.
- ** Ngā Ture**:The knowledge that our actions are morally and ethically right and that we are acting in an honourable manner.
- ** Kotahitanga**:Unity amongst iwi and other ethnicities; standing as one.

**About the role**

The primary purpose of the Team Lead Contact Centre is to supervise, train and develop a team of Contact Centre Representatives, monitor workflow efficiencies and performance targets, manage the daily work volumes, adjust work schedules and resolve escalations to ensure the Tatau Pounamu Contact Centre provides excellent service and tauira support. You will interpret contact centre information to support day-to-day operations and make decisions that meet organisational objectives by:

- Implementing contact centre operational strategies and operations to deliver a seamless enrolment experience for prospective tauira
- Leading, coaching, mentoring and training the Contact Centre team
- Analysing and reporting on inbound and outbound calls
- Monitoring and improving system performance and implementing contact centre technology
- Actively monitoring and improving conversion rates for our prospective tauira.

**About you**
- You have a Bachelor in Business Administration or relevant qualification
- You have experience in contact centre management and administration with great judgement and decision-making skills
- You provide leadership and support to the team to ensure quality delivery of service
- You are a supportive, collaborative team member who has the ability to get messages across using the appropriate method to suit the audience
- You have a sound understanding of te reo Māori phrases, mihi and greetings and of Māori values, culture and tikanga

As a kaupapa Māori organisation, your willingness to participate in cultural activities and develop an understanding of Āhuatanga Māori (values, culture and tikanga) is desirable.



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