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Call Centre Support Manager

2 weeks ago

Wellington City, New Zealand Rabobank Full time

Rabobank is the world’s leading specialist in food and agribusiness banking. One of our key strengths lies in our people who have a deep understanding of agriculture and are committed to adding long-term value for clients.

Our purpose is clear: we enable our clients to feed the world sustainably. Our commitment to our employees and customers is at the heart of everything we do.

**About the Role**

Our regional call centre teams are made up of high performing, hard-working, genuine people, who value great customer service. We are looking for a confident individual who will help manage, develop, and lead our call centre teams to ensure they stay focused on delivering genuine customer service, first-time resolution, and customer retention.

Reporting to the Regional Call Centre Manager, you will manage the Call Centre support functions and work with Call Centre Team Leaders to ensure their teams are strategically aligned with the Regional Call Centre Strategy for operational efficiency. There will be expectations to operate independently on a day-to-day basis and seek strategic guidance and decision making from the Regional Call Centre Manager where required.

This position will provide oversight, coaching and support for the day-to-day operations of all Regional Call Centre teams.

Key Responsibilities and Accountabilities
- Responsible for supporting the day to day performance, development and ongoing support of the Call Centre Quality Assurance Specialist and Training Specialist
- Responsible for quality assurance, training and procedure documentation for all Call Centre teams
- Use quality assurance reviews to identify and address training gaps with all Call Centre staff
- Continuously improve the quality assurance framework for the Regional Call Centre, focussing on identifying gaps and providing assurance to Call Centre leaders and stakeholders that procedures are being followed
- Responsible for ensuring that all Call Centre training requirements are met in line with business needs and regulatory obligations
- Provide support to the Regional Call Centre Manager to ensure that all Call Centre risk and controls, including all relevant risk frameworks are met on time including operational risk and compliance risk incident recording and relevant training and procedural remediation actions
- Review customer feedback cases for potential training gaps, procedural improvements and operational and compliance risk incidents
- Work collaboratively with all teams and leaders within the Regional Call Centre
- Work collaboratively with all AU and NZ Operations leaders and teams
- Collaborate and build strong relationships with all departments across the bank

**To be successful in this role**

The successful individual will have exceptional and professional verbal communication skills, as well as a professional demeanour. We seek individuals who align with our company values and culture, and who can contribute positively to our work environment.
- 2+ years in a Call Centre leadership role essential
- Team Leader/Manager experience essential
- Experience delivering change initiatives for improved client outcomes preferred
Knowledge:

- High level of displayed competency across the required KPI’s
- Customer focused and able to support teams to deliver an outstanding level of quality customer service
- Exceptional customer service skills, especially related to complaints handling
- Positive attitude and ability to mentor/coach others

This role will close Friday 13 December 2024
- Rabobank believe embracing inclusion, equity and belonging delivers positive experiences for our people and clients. Our great working conditions, broad learning and development programmes and the opportunity to work together for the greater good are reasons why our employees love working here._
- At Rabobank New Zealand, we are committed to our values; we are client-driven, we take responsibility, we are professional and cooperative. We have an open culture, where you can be yourself and be valued for who you are. All qualified applicants will receive consideration for employment without regard to ethnicity, sex/sex characteristics, gender (Inclusive of all genders), gender expression, sexual orientation, religion, disability, age, or other diversity characteristics not mentioned. We are proud to be an equal opportunity employer. Together, we can grow a better world._