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Team Manager Contact Centres

2 weeks ago

Palmerston North, New Zealand AA New Zealand Full time

**About us**:
For over 120 years we've been helping kiwis on their adventures. We've become a trusted partner to our members, who are at the heart of everything we do. And, as one of New Zealand's most enduring brands, we've become a permanent feature of our cultural landscape. Our people are talented, naturally curious and love to ask, 'what's next?' This means that here at the AA, you'll be surrounded by proud, passionate people who love a challenge, work as one and enjoy our unique team spirit.

**The role**:
An exciting role is now available as a Team Manager reporting to our Customer Experience Delivery Manager who is based in Auckland. Relish the opportunity to lead a team of home based Customer Service Representatives in our Service Response Centre team to deliver exceptional customer outcomes whilst driving growth mind-set and a solutions focus This position is based in Palmerston North and predominantly work from home.
- Managing day to day operations within the team along with fostering a positive and engaging collaborate work environment
- Driving and motivating performance of the team through training, coaching, support, and by implementing change and continuous improvement initiatives.
- Identifying training needs within your team and ensuring individuals are provided any relevant training.
- Providing individual and team performance updates on a weekly, monthly and ad-hoc basis.
- Establish structured plans, objectives and KPIs for all direct reports.; and ensure direct reports are meeting these requirements.
- Recruitment and selection including liaising with Contact Centre, Talent Acquisition and IT in relation to the onboarding and training experience.
- Managing real time queues and phone priorities to maintain agreed service level across all queues.
- Deal with escalations and lead by example, answering calls in accordance with service standard and processes, demonstrate a positive, friendly, empathetic, and understanding manner.

**About you**:
You'll be someone who'll love leading a team of Customer Service Representatives to be proud, passionate individuals who relish challenge, working as one and enjoy our unique team spirt.
- Demonstrating leadership and provide direction to all staff through structured observation and coaching, proactive communication and successful implementation of change and continuous improvement initiatives.
- Providing effective leadership and direction to direct reports and foster productive relationships with key stakeholders and their teams.
- Establishing structured plans, objectives and KPIs for all direct reports.; and ensure direct reports are meeting these requirements.
- Previous leadership experience of successfully coaching and leading teams and driving performance in the contact centre environment.
- Excellent people, time management and communication skills.

**Why work for us**:
As a team, we can offer you training and development, a strong focus on professional growth, and a clear path for your career development. We are proud to offer a range of awesome benefits including:

- Free AA Membership
- Discounts on insurance products
- An extra day's leave to celebrate your birthday
- NZAA Retirement Scheme

A full job description is attached. Applications close Friday 21st of July.