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National Customer Experience Director

1 week ago

Wellington, Wellington, New Zealand Ocg Consulting Full time

Join us at Ocg Consulting as we seek a strong leader to manage our National Contact Centre. As the National Contact Centre Manager, you will lead a team of 5 Team Leaders and approximately 70 Communication Officers in a fast-paced, customer-focused environment. Your role will be to ensure efficient service delivery, foster a positive team culture, and continuously improve processes. We are looking for someone who has proven experience in a senior contact centre leadership role, health sector experience, strong people leadership and coaching skills, experience in customer-focused service delivery, and the ability to analyse performance metrics and implement improvements.

Responsibilities
  • Lead and support a large contact centre team
  • Oversee recruitment, training, and performance management
  • Use technology and data to improve efficiency and service delivery
  • Manage resources and performance metrics
  • Work closely with the senior leadership team to drive operational improvements