Contact Centre Manager

3 days ago

Auckland City, New Zealand JUCY Full time

We've got cars campervans and motorhomes across Australia and New Zealand and we are all about our customers and them having the trip of a lifetime.

If managing people is your passion then we have the role for you.

We are looking for a passionate and experienced Contact Centre Manager to join our team at JUCY Headquarters. The successful applicant will lead the contact centre team which is responsible for inbound customer service, inbound sales, reservations and on-road assistance, this is a critical role to ensure we deliver an exceptional customer experience throughout the entire customer journey.

The Contact Centre Manager is also responsible for all contact centre performance, systems, processes and our CX insights program. The role will also be the final escalation point for customer complaints internally, aiming to resolve all escalated issues at the first instance.

Working with our Commercial Team, Branch managers & respective NZ & AU Operations leadership, the Contact Centre Manager will ensure that JUCY & Star RV customers receive an exceptional service experience throughout their journey, especially when things aren’t going to plan.

As a Contact Centre management responsibilities will include but not be limited to:

- Lead and mentor the team in the efficient and effective operations of the contact centre
- Provide clear leadership, consistently leading by example
- Support a high-performing team by assisting with recruitment, and the delivery of relevant training and development opportunities to ensure that team members can reach their true potential
- Support and assist Team Leaders with their people management functions and responsibilities
- Work with our JUCY Branch Managers and Operations leadership to resolve issues with a focus on continuous improvement
- Develop and Implement performance targets for speed, efficiency and quality of Customer experience service delivery
- Ensure that all direct reports receive timely feedback on their performance professionally and encouragingly
- Conduct regular reviews of performance and set relevant KPIs
- Resolve customer complaints and complex enquiries

**What you’ll bring to the role**:

- A minimum of 5-10 years of Contact Centre Management in either inhouse or BPO operations
- Excellent communication and interpersonal skills
- Strong leadership and people management skills
- Have an understanding of building relationships at a senior level
- Ability to motivate and inspire a team
- Proven track record of achieving targets and driving results
- Knowledge of the travel industry is a plus

**At JUCY we offer the following**:

- A full-time opportunity
- Opportunity to take your career further in the Tourism industry
- Amazing company culture, working with people from all over the world
- Great JUCY perks, such as 5 days of free campervan hire across Australia and New Zealand

Our values at JUCY are Fun, Family, Pride and Passion and we live and breathe these values every day.

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