Call Centre Support Manager

6 days ago

Wellington, New Zealand Rabobank Full time

Rabobank is the world's leading specialist in food and agribusiness banking. One of our key strengths lies in our people who have a deep understanding of agriculture and are committed to adding long-term value for clients.Our purpose is clear: we enable our clients to feed the world sustainably. Our commitment to our employees and customers is at the heart of everything we do.About the RoleOur regional call centre teams are made up of high performing, hard-working, genuine people, who value great customer service. We are looking for a confident individual who will help manage, develop, and lead our call centre teams to ensure they stay focused on delivering genuine customer service, first-time resolution, and customer retention.Reporting to the Regional Call Centre Manager, you will manage the Call Centre support functions and work with Call Centre Team Leaders to ensure their teams are strategically aligned with the Regional Call Centre Strategy for operational efficiency. There will be expectations to operate independently on a day-to-day basis and seek strategic guidance and decision making from the Regional Call Centre Manager where required.This position will provide oversight, coaching and support for the day-to-day operations of all Regional Call Centre teams.Key Responsibilities and AccountabilitiesResponsible for supporting the day to day performance, development and ongoing support of the Call Centre Quality Assurance Specialist and Training SpecialistResponsible for quality assurance, training and procedure documentation for all Call Centre teamsUse quality assurance reviews to identify and address training gaps with all Call Centre staffContinuously improve the quality assurance framework for the Regional Call Centre, focussing on identifying gaps and providing assurance to Call Centre leaders and stakeholders that procedures are being followedResponsible for ensuring that all Call Centre training requirements are met in line with business needs and regulatory obligationsProvide support to the Regional Call Centre Manager to ensure that all Call Centre risk and controls, including all relevant risk frameworks are met on time including operational risk and compliance risk incident recording and relevant training and procedural remediation actionsReview customer feedback cases for potential training gaps, procedural improvements and operational and compliance risk incidentsWork collaboratively with all teams and leaders within the Regional Call CentreCollaborate and build strong relationships with all departments across the bankTo be successful in this role2+ years in a Call Centre leadership role essentialTeam Leader/Manager experience essentialExperience delivering change initiatives for improved client outcomes preferredHigh level of displayed competency across the required KPI'sCustomer focused and able to support teams to deliver an outstanding level of quality customer serviceExceptional customer service skills, especially related to complaints handlingPositive attitude and ability to mentor/coach othersThis role will close Friday 13 December 2024.If you are interested in Growing a better world together please follow the link and apply online or visit www.rabobank.co.nz/careers.Rabobank believes embracing inclusion, equity and belonging delivers positive experiences for our people and clients. Our great working conditions, broad learning and development programmes and the opportunity to work together for the greater good are reasons why our employees love working here.At Rabobank New Zealand, we are committed to our values; we are client-driven, we take responsibility, we are professional and cooperative. We have an open culture, where you can be yourself and be valued for who you are. All qualified applicants will receive consideration for employment without regard to ethnicity, sex/sex characteristics, gender (Inclusive of all genders), gender expression, sexual orientation, religion, disability, age, or other diversity characteristics not mentioned. We are proud to be an equal opportunity employer. Together, we can grow a better world.
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