Operational Excellence Lead

3 days ago


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

Company Overview:

Vodafone New Zealand Limited is a leading telecommunications company that strives to make a positive impact on the lives of its customers. We're committed to delivering exceptional customer experiences and are constantly seeking talented individuals to join our team.

Job Description:

The Arohia Team Lead will be responsible for driving operational excellence in our frontline contact centre teams. This dynamic role requires strong leadership skills, with a focus on performance coaching, goal setting, and continuous improvement initiatives.

Key Responsibilities:

  • Drive Exceptional Customer Service: Ensure accountability to Standard Operating Procedures and support performance management frameworks.
  • Identify and Surface Opportunities: Use operational reporting and trend analysis to find areas for performance improvement.
  • Set and Track Goals: Create and monitor goals for each team member, identifying opportunities to improve performance and build team capability.
  • Support Continuous Improvement: Implement and lead continuous improvement initiatives for Voice & Messaging to enhance employee and customer experiences.
  • Conduct Quality Audits and Calibration: Perform call/chat quality and case management audits and calibration sessions across Arohia Team Leads.

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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