Contact Centre Team Leader

3 days ago

Penrose, New Zealand Smith & Smith Full time

Belron NZ is the holding company that includes Smith&Smith®, New Zealand's leading vehicle glass repair and replacement company, Laser Group whose members are plumbing and electrical experts, and Exceed who are door and window specialists. We are part of the Belron Group, with 30,000 employees active in over 40 countries providing services with real care to our customers.

Everyone has an important role, whether they are working directly with customers or behind the scenes providing the valuable support our business needs in order to thrive. To continue the Contact Centre on their exciting journey to build an awesome team across New Zealand, we're looking for a stand out **Customer Service Team Leader, **to join the energetic team and continue to offer fantastic service to the Smith&Smith customers.

This role will be based in Penrose and at the end of the year the team will move to a brand new purpose built building in Sylvia Park, this will see you collaborating with the Auckland team and the Napier based team of Customer Service Representatives. You’ll be joining a team that’s all about development, exposure and professional growth. Working for this well-recognised international brand, you’ll be backed by a business that takes your career seriously.

**What will your day look like?**
- Lead, motivate, coach and support a high-performing team of Customer Service agents to deliver a first-class service to customers
- Ensure all team members have the knowledge, skills, and motivation to operate as efficiently as possible, building on their abilities and confidence
- Drive continuous improvement through the adoption of best practices
- Complete regular 1 to 1’s, call monitoring and feedback sessions with your team

**What we will offer you**:

- Competitive pay rate with plenty of room to develop and be exposed to other areas of the business
- You’ll be joining a friendly and flexible team environment where you are empowered to provide outstanding leadership
- Everyone has an important role, whether they are working directly with customers or behind the scenes providing valuable support in their business needs in order to thrive

**Who are we looking for?**
- Proven work experience as a Team Leader or Supervisor within a Contact Centre environment
- A natural ability to build and maintain relationships
- Resilience and adaptable with the ability to manage change, conflict and resolve problems
- Experience in managing, coaching, and motivating a team to achieve their targets
- Bring with you a significant track record of achievement in a customer-focused, target driven environment
- A confident communicator who can work collaboratively across different teams

Please note: To be eligible, you must already reside in New Zealand and have the legal right to work here.

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