Supervisors/Team Leaders (Call Centre & Customer Service)An experienced call centre supervisor or team lead. A customer service manager with strong leadership skills and a desire to focus on operational excellence.The opportunity:Fleetwise, New Zealand's leading independent fleet management company, is seeking a Team Leader to oversee its call centre operations. This role is key to ensuring exceptional customer support, fostering team performance, and driving continual improvements in service delivery.Position purpose:The purpose of this role is to lead Fleetwise's customer support operations, ensuring the smooth and efficient functioning of the call centre. As the subject matter expert, you will guide your team in delivering high-quality support while developing best practices for customer service that enhance client satisfaction and strengthen the company's reputation.Essential position functions:Team leadership:Lead the call centre team to deliver outstanding customer service.Identify and address potential issues that may impact the customer experience.Support the professional growth of team members through coaching and training.Foster a collaborative and motivating work environment.Call Centre Operations Management:Oversee day-to-day call centre operations, including resource allocation and workflow optimisation.Manage inbound and outbound call volumes to meet service level agreements (SLAs).Implement strategies to enhance customer satisfaction and reduce response times.Develop and maintain escalation procedures for resolving complex customer issues.Client Support Excellence:Ensure all client inquiries are handled efficiently, professionally, and within agreed timelines.Act as a point of contact for high-level client feedback and concerns.Work with internal teams to identify recurring issues and implement long-term solutions.Performance Monitoring and Reporting:Analyse key performance indicators (KPIs), such as call resolution rates, average handling time, and customer satisfaction scores.Prepare regular performance reports for internal and external stakeholders.Use insights from data to drive continuous improvement in processes and outcomes.Position requirements:Proven background in delivering outstanding customer service in a call centre environment.Strong experience in leading and managing teams, with a focus on motivating and developing team members.Solid understanding of call centre operations, workflows, and best practices.Experience with call centre technologies (e.g., CRM, telephony systems) is essential.Exceptional verbal and written communication skills.Ability to build and maintain relationships with internal and external stakeholders.Strong interpersonal skills for conflict resolution and handling difficult conversations.Ability to analyse data and use insights to inform decision-making.Creative problem-solving skills to address both immediate and long-term challenges.Excellent organisational skills to manage multiple priorities effectively.Strong workflow planning abilities for self and the team.Self-motivated with a "can-do" attitude and a focus on quality and results.Adaptable to change and comfortable handling ambiguity.Committed to personal and professional growth.Tertiary qualification.NZ working permit and residency.Current NZ drivers license.
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