Frontline Team Coordinator

5 days ago


Christchurch, Canterbury, New Zealand Vodafone New Zealand Limited Full time

Job Role: Arohia Team Lead

Description:

As an Arohia Team Lead, you'll play a critical role in driving operational excellence within our frontline contact centre teams. You'll be responsible for providing day-to-day leadership, performance coaching, and goal setting to ensure our multiskilled teams deliver exceptional customer service.

Key Performance Indicators:

  • Customer Satisfaction: Meet or exceed customer satisfaction targets through effective leadership and coaching.
  • Team Performance: Develop and implement strategies to drive operational excellence, focusing on process improvements and continuous learning.
  • Employee Engagement: Foster a culture of empathy, care, and support, ensuring high levels of employee engagement and retention.
  • Continuous Improvement: Identify and address performance gaps, implementing innovative solutions to enhance the customer experience.

Requirements:

  • At least 2 years of operational experience in a Call Centre environment, with a comprehensive understanding of customer operations and processes.
  • Demonstrated leadership skills with a proven ability to recruit, develop and retain a high-performing team.
  • Skilled in navigating conflict and maintaining composure in high-pressure situations.
  • Possess a flexible and open attitude, with a strong drive to prioritize customer satisfaction.
  • Strong focus on people development and growth, with a passion for helping individuals meet and exceed their KPIs and career aspirations.


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