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Work Management Manager

2 weeks ago

Auckland City, New Zealand Downer Group Full time

**Te** **kōwhiringa | The Opportunity**

Downer is a significant player in the telecommunications industry within New Zealand. We are growing our business through delivering consistent service, excellence and results and through developing inspirational leadership with our people and customers.

Due to an internal promotion, our Work Management Centre (WMC) is looking for a high performing Team Manager to join our team in Auckland. The purpose of this senior leadership role is to provide effective leadership to a team of WMC employees, ensuring we have a highly motivated and productive team who consistently deliver against our customer commitments.

Key objectives for this role include.
- Nurturing and developing a team culture of excellence, engagement, collaboration and a zero-harm tolerance
- Optimising overall workforce productivity, fit-for-purpose technical capability and competency of staff
- Providing customers with excellent quality service
- Accountability to achieve all KPI, SLA and OLA targets in line with our business objectives
- Identifying, defining, and implementing continuous improvement activities to enhance procedures, process policy and standards
- Develop and manage the financial cost to deliver WMC services within budget.

About our Work Management Centre_:_

Our Work Management Centre (WMC - a blend of contact centre and support administration) provides a centralised hub for communications with our customers to our field staff. It is a complex and technical inbound dispatch environment where we ensure that our customer relationships are maintained by providing rapid solutions to overcome major outages and faults across networks.

**Nga pūkenga matua | Important Skills**

We are looking for someone with the following experience & skills:

- Tertiary qualification and /or at least three years’ demonstrable experience in the telecommunications industry
- At least three years' proven experience in a management/ leadership position, ideally in a customer service, call centre environment
- An understanding ad ideally experience in the specific work undertaken in the WMC; our centralised hub for communications with our customers to our field staff
- Business planning and implementation
- Fantastic relationship building and management skills with both external clients, and internal team members, business partners & management
- Resilience and adaptable with the ability to manage change, conflict and resolve problems.

**Ko te take ka parekareka e koe ki te mahi ki kōnei | Why you will enjoy working here**

Downer is committed to delivering excellence by ensuring our people have the environment and the means to be successful. We offer:

- Free access to Marram health care benefits and discounted holiday homes
- Travel discounts available + many other amazing staff benefits
- Progression and development programs on offer including our inspiring leader’s programme for top performers.

Have a look at our other great benefits here Or copy and paste the following link into your browser: people.downergroup.co.nz/downer-benefits/

**Ko wai mātou | Our Organisation**

Want to know more about what it is like to work at Downer? Then head to our People Site here Or copy and paste the following link into your browser: people.downergroup.co.nz/join-our-utilities-team/

**Me pēhea ki te tono | How to apply**

We are committed to a safe working environment for everyone - all successful applicants will be required to undertake a pre-employment drug test, medical and a Ministry of Justice check prior to starting employment. If you need support with this requirement, please talk to our team.