Call Centre Manager

1 day ago

Auckland City, New Zealand Infinitas Full time

North Shore Location
- Key role for business success.
- Establish and Build the Function

We have a fantastic newly created opportunity for an experienced and dynamic Call Centre Manager/Customer Service/Delivery to take charge of a market-leading brand.

This role will see you lead call centre operations, for a mostly outbound operation ensuring exceptional communication, service, and delivery. You'll play a pivotal role in the organisation, by mentoring a high-performing team, driving excellence and a focus on improving process and helping establish and build the function.

Key Accountabilities:

- Develop and implement successful call centre strategies in collaboration with the management team.
- Foster genuine relationships with clients, ensuring their needs are met and expectations exceeded.
- Identify and capitalize on new opportunities to improve customer and client interactions.
- Achieve call centre targets by motivating and supporting your team through effective coaching and leadership.
- Utilize data-driven insights and reporting to make informed decisions and drive continuous improvement.
- Help implement new and appropriate systems.
- Partner with internal team to develop comprehensive, data-driven engagement strategies.
- Analyse participant demographics, preferences, and recruitment trends to inform targeted outreach efforts.
- Oversee entire customer journey from outreach to end. Providing a positive expereience

The company is building a great culture and has established a head office in Auckland. This is a genuine opportunity to help the organisation establish the function from the ground up.

We seek a highly motivated and results-oriented individual with a strong track record in call centre management. Your exceptional communication and interpersonal skills will enable you to build lasting relationships with both team members, customers, and clients. You'll be a strategic thinker, adept at identifying opportunities for growth and improvement. You will also have a strong understanding of data and metrics to help drive performance. This role will look after both onsite and remote team members with clients nationwide and trans-Tasman.

As the Call Centre Manager, you'll be part of a collaborative and experienced team. Your autonomy will be respected, allowing you to drive the call centre's success and future growth which is seen as key to future organisational success.

**The Title of this position will be Manager of Participant Engagement.

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