Team Manager Contact Centres

5 months ago


Auckland City, New Zealand AA New Zealand Full time

**About us**:
For over 120 years we've been helping kiwis on their adventures. We've become a trusted partner to our members, who are at the heart of everything we do. And, as one of New Zealand's most enduring brands, we've become a permanent feature of our cultural landscape. Our people are talented, naturally curious and love to ask, 'what's next?' This means that here at the AA, you'll be surrounded by proud, passionate people who love a challenge, work as one and enjoy our unique team spirit.

**The role**:
Here at the AA, we are in an exciting phase of enhancing our team which has created several new opportunities for Team Managers across our Penrose and North Shore Contact Centres. As someone who relishes delivering exceptional customer outcomes whilst driving growth mind-set and a solutions focus, you'll love making a difference

Managing day to day operations within the team along with fostering a positive and engaging collaborate work environment
- Driving and motivating performance of the team through training, coaching, support, and by implementing change and continuous improvement initiatives.
- Identifying training needs within your team and ensuring individuals are provided any relevant training.
- Providing individual and team performance updates on a weekly, monthly and ad-hoc basis.
- Establish structured plans, objectives and KPIs for all direct reports.; and ensure direct reports are meeting these requirements.
- Recruitment and selection including liaising with Contact Centre, Talent Acquisition and IT in relation to the onboarding and training experience.
- Managing real time queues and phone priorities to maintain agreed service level across all queues.
- Deal with escalations and lead by example, answering calls in accordance with service standard and processes, demonstrate a positive, friendly, empathetic, and understanding manner.

**About you**:
You'll be someone who'll love leading a team of Customer Service Representatives to be proud, passionate individuals who relish challenge, working as one and enjoy our unique team spirt.
- Demonstrating leadership and provide direction to all staff through structured observation and coaching, proactive communication and successful implementation of change and continuous improvement initiatives.
- Providing effective leadership and direction to direct reports and foster productive relationships with key stakeholders and their teams.
- Establishing structured plans, objectives and KPIs for all direct reports.; and ensure direct reports are meeting these requirements.
- Previous leadership experience of successfully coaching and leading teams and driving performance in the contact centre environment.
- Excellent people, time management and communication skills.

**Why work for us**:
As a team, we can offer you training and development, a strong focus on professional growth, and a clear path for your career development. We are proud to offer a range of awesome benefits including:

- Free AA Membership
- Discounts on insurance products
- An extra day's leave to celebrate your birthday
- NZAA Superannuation Scheme

A full job description is attached. Applications close Friday 21st of July.



  • Auckland City, New Zealand FUJIFILM Full time

    Full-time, permanent position - Excellent staff benefits - Internationally renowned and global industry-leading company **About FUJIFILM Business Innovation** FUJIFILM Business Innovation is committed to offering innovation to businesses globally to help maximize their organizational strengths. We have pioneered numerous technologies since being...

  • Contact Centre Manager

    6 months ago


    Auckland City, New Zealand JUCY Full time

    We've got cars campervans and motorhomes across Australia and New Zealand and we are all about our customers and them having the trip of a lifetime. If managing people is your passion then we have the role for you. We are looking for a passionate and experienced Contact Centre Manager to join our team at JUCY Headquarters. The successful applicant will...


  • Wellington City, New Zealand New Zealand Ministry of Justice Full time

    **Team Manager - Contact Centre** **CBD, Wellington Collections Contact Centre** **Te Haeata/The Opportunity** - Lead, support and inspire the team to deliver good outcomes - Build positive relationships - Great team environment Are you an experienced Leader that has the ability to be decisive and remain calm under pressure? The primary focus of this...


  • Wellington City, New Zealand New Zealand Government Full time

    Team Leader Contact Centre, Customer Experience and Analytics Team - Permanent, Full time Based in Wellington We are seeking a dynamic and experienced Team Leader to oversee our compact yet versatile Contact Centre. This unique role not only demands leadership in day-to-day operations but also strategic involvement in our modernisation...


  • Auckland City, New Zealand Auckland Council Full time

    Lead and mentor a diverse and hard-working team in a fast-paced environment - Are you passionate about providing and delivering excellent customer service? - Full-time opportunity, working Monday to Friday leading a team for the Contact Centre’s afternoon shift **He angitūtanga: The opportunity** We are currently recruiting for a Permanent Full-Time...


  • Auckland City, New Zealand Auckland Council Full time

    Lead and mentor a diverse and hard-working team in a fast-paced environment - Are you a night owl? And passionate in providing and delivering excellent customer service? - Full-time opportunity, working Tuesday to Saturday leading the Contact Centre’s Graveyard shift **He angitūtanga: The opportunity** We are currently recruiting for a Permanent...


  • Auckland City, New Zealand National Storage Full time

    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. Due to an internal promotion, 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...

  • Contact Centre

    2 weeks ago


    Auckland, New Zealand Join Our Team, Waikato Full time

    Contact Centre - Customer Delivery Officer Te Kaunihera aa Takiwaa o Waikato (Waikato District Council) serves the Waikato District which covers more than 400,000 hectares (418.893ha). The district is rich in natural resources, wilderness reserves, native bush reserves, lush farmland, and stunning west coast beaches. Our Head office is based in...

  • Contact Centre

    3 weeks ago


    Auckland, New Zealand Join Our Team, Waikato Full time

    Contact Centre - Customer Delivery Officer Te Kaunihera aa Takiwaa o Waikato (Waikato District Council) serves the Waikato District which covers more than 400,000 hectares (418.893ha). The district is rich in natural resources, wilderness reserves, native bush reserves, lush farmland, and stunning west coast beaches. Our Head office is based in...

  • Contact Centre

    3 weeks ago


    Auckland, New Zealand Join Our Team, Waikato Full time

    Contact Centre - Customer Delivery Officer Te Kaunihera aa Takiwaa o Waikato (Waikato District Council) serves the Waikato District which covers more than 400,000 hectares (418.893ha). The district is rich in natural resources, wilderness reserves, native bush reserves, lush farmland, and stunning west coast beaches.Our Head office is based in Ngaaruawaahia,...


  • Auckland City, New Zealand Corpay Full time

    Your role The SME Manager leads Corpays retention, early-life servicing and proactive account management activity across Australia and New Zealand for our Small to Medium size customers. The SME manager is responsible for two teams; The Customer Success Advisors whose focus is on their Early-Life, ensuring they’re set up to ‘succeed’ through the rest...


  • Auckland City, New Zealand JUCY Full time

    We've got cars, campervans and motorhomes across New Zealand and Australia and we are on the lookout for one seriously talented individual. Are you passionate about helping people? Are you able to think on your feet and solve problems? If you are proactive with great attention to detail and want to ensure customers have a fantastic experience and you are...


  • Auckland City, New Zealand Qantas Airways Limited Full time

    Play your part in delivering memorable customer experiences- Rare opportunity to join our 24/7 Auckland Contact Centre in a permanent, full-time role- Hybrid working environment We’re constantly challenging ourselves to reimagine our customer experience, and work hard to connect and build trust. Ultimately, our service should make people feel at home no...


  • Wellington City, New Zealand New Zealand Government Full time

    **Team Leader Contact Centre, Customer Experience and Analytics Team - Permanent, Full time** **Based in Wellington** We are seeking a dynamic and experienced Team Leader to oversee our compact yet versatile Contact Centre. This unique role not only demands leadership in day-to-day operations but also strategic involvement in our modernisation...


  • Auckland City, New Zealand SkyCity Entertainment Group Full time

    Come join one of Auckland's most iconic brands and truly utilise your hotel and contact centre knowledge. In this role you will be part of the action with entertainment being at the core of what you do. With 100-150 touch points a day our Contact Centre team are always kept on their toes! At our Auckland site alone, we have employees working across over 20...


  • Auckland City, New Zealand Qantas Airways Limited Full time

    Play your part in delivering memorable customer experiences - Rare opportunity to join our 24/7 Auckland Contact Centre in a permanent, full-time role - Hybrid working environment We’re constantly challenging ourselves to reimagine our customer experience, and work hard to connect and build trust. Ultimately, our service should make people feel at home no...


  • Auckland City, New Zealand SKYCITY Full time

    Come join one of Auckland's most iconic brands and truly utilise your hotel and contact centre knowledge. In this role you will be part of the action with entertainment being at the core of what you do. With 100-150 touch points a day our Contact Centre team are always kept on their toes! At our Auckland site alone, we have employees working across over 20...

  • Pacific Contact Centre

    5 months ago


    Auckland City, New Zealand The Fono Full time

    Are you positive, friendly and fun? Then come join The Fono family as part of the Pacific Contact Centre team. Develop your career and make a difference in Pacific well-being based at the Regional Office - Sylvia Park. **About the Role**: This particular role supports The Fono’s 4 Medical Practices, 3 Dental Practices, Mental Health Clinical Specialists,...

  • Team Leader

    6 months ago


    Auckland City, New Zealand Salt Recruitment Full time

    Rapidly growing global company Call Centre Business Strongly positioned in NZ This role is to support the Head of Inside Sales to drive high performance and growth from a Contact Centre sales team. This Contact Centre is comprised of frontline outbound sales agents, whose important role is to reach out to generated leads, uncover the...


  • Auckland City, New Zealand Oneflick Full time

    Inbound, Outbound and Customer Services roles - Fantastic company - Great team environment If you are looking for a contact centre role where you can utilize your customer services skills already gained in either a face-to-face or phone environment, we would love to hear from you. We are working on a few exciting opportunities within a well-known...