North Island Contact Centre Manager

1 day ago

Penrose, New Zealand HRV Full time

At HRV we believe everyone should love the feeling of coming home. In fact, since we started in 2003, we've helped over 500,000 Kiwis love the feeling of coming back to a warm, dry home. We provide whole home solutions, covering Ventilation, Water Filtration, Heat Pumps and Air Conditioning. Since 2017 we are part of Vector Limited, so you know we are backed by one of New Zealand's largest companies.
**About the role**
In this newly created role of North Island Contact Centre Manager, you will be managing and directing the overall performance of the customer service teams across the three locations in the North Island, NZ. Direction and consistency across the three locations will be the key to success in this role.
Your experience in developing and leading teams across multiple sites, will enable you to drive, execute policies, procedures and initiatives that enhance the customer experiences, and establish efficient and effective ways of working.
You will have an exceptional eye for detail and will always be seeking continuous improvement by implementing and monitoring OKR’s/metrics, campaigns, and workflow across the locations to ensure high level of team performance and financial results/ targets are being achieved.
Your ability to collaborate with a variety of internal and external stakeholders across the business, will see you offer recommendations and give feedback to improve all functions of operations within the contact centres.
**To succeed in this role, we’re looking for someone with**:

- 5+ years’ experience leading and manging large mulit-site teams preferably in contact centres environment, in a B2C sales environment (preferred)
- Excellent time management, with the ability to multi-task, and problem solve
- Excellent written and oral communications and relationship building skills
- High degree of skills/knowledge across contact centre operations
- Sound knowledge and understanding of financial results & budgets, you are results-driven in achieving KPI’s and business targets across the contact centre.
- Exceptional planning and organisational skills, with strong attention to detail
- Ability to work under pressure
- Being an innovator - always looking to enhance our offering and service to our customers
- Commitment to health and safety

**What’s on offer**
This is an opportunity not to be missed. At HRV we are committed to our team of over 200 staff, we’re here to develop your skills, create a diverse and respectful workplace and ensure that you succeed with us. You'll be offered a competitive salary, and the opportunity to grow your skills and make a real difference in a supportive, high-performing team.
We also offer a great range of **benefits** including:

- Laptop and mobile included
- Flexible working arrangements available
- Paid Birthday Leave - take the day off on us
- Employee Assistance Programme
- Employee Recognition Programme (quarterly and annual awards to mention a couple)
- Staff discounts on a range of great brands (Noel Leeming, Place Makers, Repco, Torpedo 7, Pita Pit and many more)
- Access to our employee benefits portal (discounted movie tickets for Event and Hoyts Cinemas, discounted gift cards for stores like Countdown, Farmers, The Warehouse, Briscoes and more)

HRV engages a workforce made up of individuals with diverse skills, values, backgrounds and experiences. HRV respects and values people who are different from each other, including gender, ethnicity, disability, age, sexual orientation, race and religion.

**Job Types**: Full-time, Permanent

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