![Fisher & Paykel Appliances](https://media.trabajo.org/img/noimg.jpg)
Contact Centre Manager
3 months ago
The Role
Fisher & Paykel is an iconic New Zealand brand, a global company with a strong local heritage. Our origins inspire our culture of curiosity and passion to develop solutions designed around people - these are some of the core elements that make us unique.
Our Opportunity
Lead and inspire a team of leaders of customer care agents servicing our Fisher & Paykel and Haier customers globally with product and service related enquiries. Our aim is to deliver a premium, effortless service experience with every customer interaction, ensuring that the customer’s queries are carefully, effectively, and efficiently resolved.
This is a critical leadership role, with an opportunity to inspire and empower your teams. We have significant changes underway in the way we go to market and engage with our customers, and this role will be an important cog in communicating and delivering the changes.
Key responsibilities:
- Empower teams to provide a premium level experience to our customers
- Communicate changes, workstreams and performance to your teams
- Lead 11 team leaders to focus on operational excellence and engaging their fully remote teams numbering circa 120 agents.
- Use data points and information to make real time decisions that positively impact our 24/7 operation to deliver to service level agreements.
To be successful in this role, you will:
- Bring to the business your leadership experience in exceptional contact centre delivery
- Professional, inspiring and open communication (both written and verbal)
- Have a great attitude with a genuine passion for our business and meeting our customer's needs.
- Use contact centre data to tell a story and drive actions and outcomes.
- Empower leaders to deliver effectively through their people
In return, you'll get:
- Excellent development, growth and progression opportunities
- Great leadership
- A commitment to collaboration
- Superannuation scheme
- Generous product discounts for yourself, friends & family
We are driven by our values of being trusted, sustainably minded, innovative, generous and curious. As a team we take a collaborative approach and have a working environment where all ideas are heard, evaluated and tested against our leading goal - to be the world's most human-centred appliance brand. This role sits at the heart of our human-centred experiences.
Please submit your cover letter outlining your suitability along with your updated resume via the link below.
Fisher & Paykel is an Equal Opportunity Employer. Employment decisions are made without regard to race, color, religion, national or ethnic origin, sex, sexual orientation, gender identity or expression, age, disability, or other characteristics protected by law.
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