New Zealand Transport Agency – Palmerston North, North IslandKey role in customer operations campaign managementRole location: Palmerston North/Auckland/Hamilton or WellingtonThis is a fundamental role in the delivery of Revenue Integrity, Debt Management (including Debt Collection) and Tolling Operations for the New Zealand Transport Agency. The role is responsible for the design and implementation of campaign strategies delivering targeted customer communication which supports the effective recovery of outstanding debts while maintaining positive customer relationships and meets compliance with regulatory requirements. You will be responsible for providing, analysing and interpreting complex data sets related to NZTA's revenue, as well as campaign strategy & planning, monitoring campaign and collection lifecycle effectiveness, and making recommendations for improvements.To be successful in this role, you will bring:Experience with campaign management software and tools.Knowledge of customer behaviour and engagement strategies.Proficiency in data analysis and reporting tools.Strong analytical and problem-solving skills.Experience with statistical modelling and forecasting.Ability to adapt to changing priorities and new challenges.Proven experience in contact centre operations, campaign management, or a related role.Strong understanding of contact centre technologies, CRM systems, and data analytics.Excellent project management skills with the ability to manage multiple campaigns simultaneously.Exceptional communication and presentation skills.Ability to work collaboratively in a fast-paced environment.You will demonstrate knowledge of, or a willingness to gain an understanding of Te Ao Maori and promote tikanga and Te Reo Maori. You will also have knowledge of, or a willingness to gain an appreciation of te Tiriti o Waitangi (the Treaty of Waitangi) as it applies in the public sector.Ko wai matou | About usDeliver great transactional products and services through operational excellence and a customer focus.Support the effective operation of the land transport system by making transactional and backend services simple, easy to use and effective for the user.Continue to improve the experience of people who interact with Waka Kotahi and our services and products by driving efforts to assess and elevate areas where the customer experience can be optimised.Develop a service and back-end delivery capability to support effective and efficient operation of new and emerging functions for Waka Kotahi.Create our customer and services strategy with others to deliver an integrated customer and user experience.Ra Katinga | Applications close: 20 November 2024For further information, email: ****** be considered for this position you must have a legal right to live and work in New Zealand.Waka Kotahi is an equal opportunity employer (EOE). We recognise the importance of diversity and inclusion and are committed to providing a working environment that embraces these values.
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