Contact Centre Chapter Lead

2 weeks ago

Auckland City, New Zealand Momentum Consulting Group Full time

Supportive, dynamic and reputable organisation
- Agile working environment
- Wiri Location | Parking onsite

This well-known NZ-owned retail conglomerate is looking for an experienced Contact Centre Team Lead to join them to help add value to the team
- Supportive, dynamic, and reputable organisation
- Agile working environment
- Wiri Location | Parking onsite

**About the Role**:
As a Contact Centre Chapter Lead, you will utilise your strong interpersonal skills to coach, support, and empower the Customer Care Team while being the example of company values and ideal customer care - all while building a team of strong, engaged, and customer-centric specialists.

**Benefits to the Role**:

- Birthday leave
- Staff discounts at multiple stores
- Long Service leave
- Fully paid Jury Service
- Lifestyle Leave
- and more

**You will be Responsible For**:

- Lead the Contact Centre Team, ensuring everyone is providing a high level of service consistently
- Create a motivating and supportive environment that ensures the team can perform to their best potential
- Evaluate and identify gaps in training and skills and deliver training and coaching opportunities
- Managing the team and individual KPIs to ensure they are exceeding expectations.
- Proactively handling all customer feedback in a timely and efficient manner

**You will have**:

- The ability to collaborate and build relationships with key stakeholders and departments internally and externally
- A customer-focused attitude and experience in a team lead role managing a diverse group of individuals
- The ability to thrive in a fast-paced environment
- Effective communication with all levels of the business, including the ability to motivate the team to go above and beyond what is expected
- Demonstrate business understanding at a senior level and provide examples of leading teams to success
- A strong understanding of the use of MS Office. Experiencer in Salesforce is a bonus but not necessary for this role.

Excited and intrigued? We are looking to fill this role
**ASAP** so

**Please note we are only accepting applicants currently living in New Zealand with a current working visa

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