General information
Location: Wellington
Expertise: Contact Centre
Job Level: Experienced
Employment Type: Permanent full-time
Close Date: 16-Sep-2024
Ref #: 57839
Description & Requirements
AMS/111 Call Centre - Shift Supervisor
As New Zealand's largest telecommunications and digital services company, Spark's purpose is to help all of New Zealand win big in a digital world. We provide services to millions of New Zealanders and thousands of New Zealand businesses.
Our customer experience centre in central Wellington is responsible for providing two important lines of service: the first point of contact for all 111 emergency calls made in New Zealand and Spark's Answer Message Service.
We are looking for the right person to help lead our centre by joining our team of on-site supervisors in Wellington.
Are you an analytical thinker who can investigate and solve problems? Can you remain calm and display empathy when interacting with people in stressful situations? Are you passionate about training, coaching, and helping your colleagues improve? Then you may be who we're looking for.
The Site Partner team is responsible for providing 24/7 on-site support, which means you will regularly work weekend, evening, and overnight shifts.
The Site Partners have responsibilities which include:
Assisting agents with their queries and troubleshooting basic I.T. issues
Investigating and resolving faults with external stakeholders
Forecasting staffing needs and finding cover as required
Assessing call quality through call observations and coaching
Assisting with recruitment and training for new agents
Interacting with new clients to develop their answering services
Helping to design, develop and implement improvements to the centre
If you have experience with:
Peer coaching or leadership
Working adaptably, collaboratively and effectively
Written and verbal communication
Using a variety of apps and technology
And have:
A sense of humour, a high level of resiliency, and optimism
A preference for a diverse workplace
A desire to make a difference by providing real help to real people throughout the motu
Then we'd love to hear from you.
WHY CHOOSE US:
Diversity and Inclusion: We are constantly looking for ways to build a more inclusive culture.
Sustainability: Sustainability is a key focus for us, dedicated to supporting Aotearoa New Zealand's recovery and economic transformation.
Benefits: Our people matter and we make sure we look after them with a range of leading benefits including:
Wellbeing: comprehensive medical insurance, life, and income protection.
Leave: four weeks annual leave, purchased leave, enhanced parental leave support, and study leave.
Spark Credit: $120 monthly Spark credit for permanent employees.
Spark Share scheme: opportunity to buy into our share scheme.
Career development: Development opportunities with countless career pathways within the wider Spark group.
Due to the nature and urgency of this role, we are only considering applicants that are based in New Zealand with permanent residency, citizenship, or a valid work visa (with at least 18 months remaining).
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