Contact Centre Leadership Role

4 days ago


Wellington, Wellington, New Zealand Kiwirail Full time

Our Values
We're a team that values diversity, inclusivity, and community well-being. We believe in empowering everyone to contribute their best and fostering a supportive workplace culture. If you share these values and are passionate about customer service and leadership, we'd love to welcome you aboard.

The Position
This 12-month fixed-term position requires an experienced team leader who can provide exceptional customer service and leadership. You'll be responsible for supervising our customer contact teams, developing and implementing process changes, and working closely with colleagues to achieve agreed-upon KPIs. If you're a strong communicator and problem-solver with experience in leading teams, we'd love to hear from you.

Your Key Responsibilities
- Ensure all verbal and written communications are clear and professional
- Take an active role in disruption, incident, and recovery management
- Develop and implement process changes to improve customer service
- Work closely with colleagues to achieve agreed-upon KPIs

Requirements
- Experience in leading teams within complex environments
- Ability to build rapport quickly and have hard conversations when needed
- Minimum intermediate data entry and MS Office Suite experience
- Excellent communication and problem-solving skills

Benefits
- Extensive support from our team
- Access to discounted travel, health insurance, and holiday houses across NZ
- Flexible working arrangements (remote working not possible)
- Strong Zero Harm policy for your safety

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