Data-Driven Service Manager

5 days ago


Auckland, Auckland, New Zealand New Zealand Post Full time
Driving Operational Excellence through Strategic Leadership

We're looking for an experienced leader to drive operational excellence and strategic planning within our Customer Service teams.

You'll be responsible for leading a team of analysts and workforce planners in managing the operational performance of our Customer Service Team and ensuring we have the right resources in place to meet customer demands.

The successful candidate will have a proven track record of driving business outcomes through strategic leadership and operational management, as well as strong leadership and communication skills.

Key Responsibilities:

  • Lead a high-performing team of analysts and workforce planners in managing the operational performance of our Customer Service Team.
  • Develop and implement operational plans to ensure service demands are met.
  • Manage the operational performance of our Customer Service Team, ensuring we have the right resources in place to meet customer demands.

Requirements:

  • Proven experience in strategic leadership and operational management within a call centre type environment.
  • Strong technical knowledge including SQL and advanced Excel skills.
  • Ability to manage multiple priorities and deadlines.
  • Comfort in communicating with business leaders and stakeholders.


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