Team Manager Contact Centres

2 weeks ago

Auckland City, 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**:
Here at the AA, we are in an exciting phase of enhancing our team which has created several new opportunities for Team Managers across our Penrose and North Shore Contact Centres. As someone who relishes delivering exceptional customer outcomes whilst driving growth mind-set and a solutions focus, you'll love making a difference

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 Superannuation Scheme

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

  • Team Leader Contact Centre

    2 days ago

    Auckland City, New Zealand Auckland Council Full time

    Lead, coach and mentor a diverse and hard-working team in a fast-paced environment - Are you passionate about providing and delivering excellent customer service? - Full-time opportunity, working Tuesday to Saturday leading a highly engaged team for the Contact Centre’s afternoon shift **He angitūtanga: The opportunity** We are currently recruiting for a...

  • Contact Centre Team Leader

    6 days ago

    Auckland City, New Zealand Auckland Council Full time

    Lead and mentor a diverse and hard-working team in a fast-paced environment - Are you passionate about providing and delivering excellent customer service? - Full-time opportunity, working Monday to Friday leading a team for the Contact Centre’s afternoon shift **He angitūtanga: The opportunity** We are currently recruiting for a Permanent Full-Time...

  • Contact Centre Team Leader

    2 weeks ago

    Auckland City, New Zealand Auckland Council Full time

    Lead and mentor a diverse and hard-working team in a fast-paced environment - Are you a night owl? And passionate in providing and delivering excellent customer service? - Full-time opportunity, working Tuesday to Saturday leading the Contact Centre’s Graveyard shift **He angitūtanga: The opportunity** We are currently recruiting for a Permanent...

  • Team Leader Contact Centre

    8 hours ago

    Auckland City, New Zealand JUCY Full time

    We've got cars, campervans and motorhomes across New Zealand and Australia and we are on the lookout for one seriously talented individual. Are you passionate about helping people? Are you able to think on your feet and solve problems? If you are proactive with great attention to detail and want to ensure customers have a fantastic experience and you are...

  • Contact Centre Representative

    2 weeks ago

    Auckland City, New Zealand SkyCity Entertainment Group Full time

    Come join one of Auckland's most iconic brands and truly utilise your hotel and contact centre knowledge. In this role you will be part of the action with entertainment being at the core of what you do. With 100-150 touch points a day our Contact Centre team are always kept on their toes! At our Auckland site alone, we have employees working across over 20...

  • Contact Centre Representative

    4 days ago

    Auckland City, New Zealand SKYCITY Full time

    Come join one of Auckland's most iconic brands and truly utilise your hotel and contact centre knowledge. In this role you will be part of the action with entertainment being at the core of what you do. With 100-150 touch points a day our Contact Centre team are always kept on their toes! At our Auckland site alone, we have employees working across over 20...

  • Helpdesk Contact Centre

    2 weeks ago

    Wellington City, New Zealand BGIS Full time

    **Help Desk Contact Centre** **Location**:Wellington **Employment Type**:Permanent Full-Time **About the Role** Seeking a reliable and customer-focused Helpdesk Contact Centre Representative to join our growing team. In this role, you will be the first point of contact for incoming client calls and responsible for delivering efficient and professional...

  • Contact Centre Consultant

    2 days ago

    Auckland City, New Zealand Vector NZ Full time

    Contact Centre Consultant Full-time Department: Contact Centre At HRV we believe everyone should love the feeling of coming home. In fact, since we started in 2003, we've helped over 500,000 Kiwis love the feeling of coming back to a warm, dry home. We provide whole home solutions, covering Ventilation, Water Filtration, Heat Pumps, Air Conditioning and...

  • Contact Centre Representative

    2 days ago

    Auckland City, New Zealand Auckland Transport Full time

    At Auckland Transport customer experience is core to everything we do. We are looking for people who are eager to learn new things, passionate about supporting the public and community, but most importantly, want to deliver world class customer service. **Te Whiwhinga mahi | The opportunity** In the Customer Services space, we're on a journey to change the...

  • Contact Centre Chapter Lead

    2 weeks ago

    Auckland City, New Zealand Momentum Consulting Group Full time

    Supportive, dynamic and reputable organisation - Agile working environment - Wiri Location | Parking onsite This well-known NZ-owned retail conglomerate is looking for an experienced Contact Centre Team Lead to join them to help add value to the team! - Supportive, dynamic, and reputable organisation - Agile working environment - Wiri Location | Parking...