Customer Contact Performance Optimisation Manager
2 weeks ago
Customer Contact Performance Optimisation Manager Skip to content
Full time
Add expected salary to your profile for insights
What You'll Be Doing | Mo te Turanga
Join us as our new Customer Contact Performance Optimisation Manager In this exciting new role, you'll lead a high performing team focused on enhancing the efficiency and effectiveness of our Customer Contact Centre. Your leadership will be pivotal in driving continuous improvement, ensuring our members and customers receive outstanding service every time they interact with us.
Your day-to-day responsibilities will include:
Inspiring and supporting your team to cultivate a positive, high-performance culture where every team member feels engaged, empowered, and valued.
Analysing customer channel metrics and feedback to pinpoint opportunities for enhancement.
Managing escalations effectively and clarifying exceptions to standard operating procedures to ensure smooth operations.
Implementing our employee performance framework to minimise performance issues and promote growth within the team.
About You | Mou
We're on the lookout for a proactive leader who is passionate about continuous improvement, with a proven track record of driving success in a contact centre environment. To succeed in this role, you'll need:
At least 5 years of contact centre experience, ideally within service industries, with a minimum of 2 years in a leadership position.
The ability to translate metrics and feedback into actionable insights, effectively communicating performance updates and motivating others toward improvement.
A talent for navigating change with ease, quickly prioritising tasks and confidently addressing unforeseen challenges.
Excellent verbal and written communication skills, with the ability to tailor your style to different audiences.
Comfortable in technology conversations, leveraging tools to improve efficiency and customer experiences.
Working with the AA | Me mahi tahi tatou ki AA
For over 120 years we've been helping Kiwis on their adventures Today, we're one of New Zealand's most respected and trusted brands.
From our humble beginnings as a motoring enthusiast's club, the New Zealand AA (Automobile Association) has grown into a large, dynamic organisation offering many services and products to more than 1.8 million Members.
Here, we offer a lot more than roadside assistance. We're constantly evolving and advancing into new businesses, offering new challenges and a range of opportunities.
Come join us and take your career on its next adventure
Free AA Membership for you and your whanau
NZAA Super Scheme with 2% employer contributions on top of 3% Kiwisaver
A day off for your birthday
Hybrid working arrangement
Discounted insurance
Applications close 28th October 2024. Please note that applications will be reviewed as they are received, and interviews may be scheduled before the close date.
Our teams celebrate diversity and believe that everyone should be able to bring their true selves to work every day. We want you to feel comfortable to be your authentic self throughout the recruitment process, please feel free to let us know if there is anything you need to allow you to participate equitably.
We are aware that there will be candidates who are interested in the role but may only feel comfortable to apply if they have ticked all the boxes. We want you to know that if you feel like you don't meet all the requirements, please still get in touch. We'd love to korero to see if you might be a great fit for the role.
The New Zealand Automobile Association is also known as the AA. It started over a century ago by people like you.
Today, we're one of New Zealand's most respected and trusted brands. We've grown from a small automobile club to one offering many services and products to more than 1.8 million Members.
Here, we offer a lot more than roadside assistance. We're constantly evolving and advancing into new businesses, offering challenge and the opportunity to work in a complex business structure. Here, you will open the door to new possibilities and a variety of career paths.
The New Zealand Automobile Association is also known as the AA. It started over a century ago by people like you.
Today, we're one of New Zealand's most respected and trusted brands. We've grown from a small automobile club to one offering many services and products to more than 1.8 million Members.
Here, we offer a lot more than roadside assistance. We're constantly evolving and advancing into new businesses, offering challenge and the opportunity to work in a complex business structure. Here, you will open the door to new possibilities and a variety of career paths.
What can I earn as an Optimisation Manager
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Auckland, New Zealand New Zealand Automobile Association Full timeCustomer Contact Performance Optimisation Manager Join us as our new Customer Contact Performance Optimisation Manager! In this exciting new role, you'll lead a high performing team focused on enhancing the efficiency and effectiveness of our Customer Contact Centre. Your leadership will be pivotal in driving continuous improvement, ensuring our members and...
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Auckland, New Zealand New Zealand Automobile Association Full timeCustomer Contact Performance Optimisation Manager Join us as our new Customer Contact Performance Optimisation Manager!In this exciting new role, you'll lead a high performing team focused on enhancing the efficiency and effectiveness of our Customer Contact Centre.Your leadership will be pivotal in driving continuous improvement, ensuring our members and...
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Auckland, New Zealand New Zealand Automobile Association Full timeCustomer Contact Performance Optimisation Manager Join us as our new Customer Contact Performance Optimisation Manager! In this exciting new role, you'll lead a high performing team focused on enhancing the efficiency and effectiveness of our Customer Contact Centre. Your leadership will be pivotal in driving continuous improvement, ensuring our members and...
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Auckland, New Zealand New Zealand Automobile Association Full timeCustomer Contact Performance Optimisation ManagerJoin us as our new Customer Contact Performance Optimisation Manager! In this exciting new role, you'll lead a high performing team focused on enhancing the efficiency and effectiveness of our Customer Contact Centre. Your leadership will be pivotal in driving continuous improvement, ensuring our members and...
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Auckland, New Zealand New Zealand Automobile Association Full timeCustomer Contact Performance Optimisation ManagerJoin us as our new Customer Contact Performance Optimisation Manager! In this exciting new role, you'll lead a high performing team focused on enhancing the efficiency and effectiveness of our Customer Contact Centre. Your leadership will be pivotal in driving continuous improvement, ensuring our members and...
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Auckland, New Zealand New Zealand Automobile Association Full timeCustomer Contact Performance Optimisation Manager Skip to content Full time Add expected salary to your profile for insights What You'll Be Doing | Mo te TurangaJoin us as our new Customer Contact Performance Optimisation Manager! In this exciting new role, you'll lead a high performing team focused on enhancing the efficiency and effectiveness of our...
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Auckland, New Zealand New Zealand Automobile Association Full timeCustomer Contact Performance Optimisation Manager Skip to content Full time Add expected salary to your profile for insights What You'll Be Doing | Mo te TurangaJoin us as our new Customer Contact Performance Optimisation Manager! In this exciting new role, you'll lead a high performing team focused on enhancing the efficiency and effectiveness of our...
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