At One New Zealand, our purpose is to unlock the magic of technology to create an awesome Aotearoa. We're focusing on investing more into simpler and better products and services, to make things even better for New Zealanders.
We are delighted to announce that we have been awarded a #2 ranking in Randstad's Most Attractive Employers in New Zealand within the IT and telecommunications sectors as well as being nominated as finalists for the 2023 Retail Employer of the Year Award.
We are also proudly Rainbow Tick certified and champion diversity of thought, perspective and background. We offer a friendly and open environment with leading flexible working practices that help people maintain a personal and professional balance that works for them and their whanau.
This is a 12 months Fixed Term Senior Leader role reporting to Laureen Reeve in our Voice and Messaging team, where you will be responsible for leading the development and execution of a comprehensive business plan that transforms this Channel and drives significant performance improvements. It will consolidate ongoing channel initiatives, integrate upcoming T1 transformation efforts, and leverage advanced technologies from the One NZ roadmap, including AI and automation.
The role envisions and creates consideration of a parallel business model to establish a future-proof, omni-channel operation that delivers exceptional and world-class customer experiences.
As a key member of the Senior Leadership Team, this role is critical in designing, building, and executing the strategy to achieve our omni-channel vision. It consolidates ongoing CI streams, establishes and agrees on the value proposition, and prioritizes key operational focuses both internally and with partners, which plays a pivotal role in elevating agent performance, processes, and systems that are aligned with our ambitious vision to be a global leader in sales and service.
With a strong background and understanding of Contact Centre/Operational teams, and a deep passion for tech, this role is focused on understanding opportunity, translating service and agent performance and experience, anticipating future customer service delivery from insight/problem statements enabling data-driven innovation.
Ko to mahi – what you'll doStrategic Implementation: Lead the integration of existing channel initiatives, transformation and business plans into a unified approach that incorporates future omni channel business model. Focus being driving operational efficiency and transformation while ensuring the effective deployment of AI, automation, and other advanced technologies to enhance processes, agent performance, and customer experience, all aligned with the organization's strategic goals.Technology and Tooling Leadership: Ensure clarity in business requirements and outcomes provided to internal teams to ensure delivery in driving significant performance improvements and step changes in operational capability for people & customer.Workforce Transformation: Collaborate with P&P and People function to redesign workforce management strategies to support flexible, skills-based work assignments, moving beyond traditional shift patterns to optimize productivity and employee satisfaction. Collaborate with Delivery Leads to execute improvement plans, BCP support, and surge demand resourcing, including gig economy and split-shifting models.Data-Driven Decision Making: Leverage data insights to anticipate future customer service needs, drive innovation, and continuously improve service delivery and operational performance, ensuring informed and proactive decision-making.Operational Excellence and Continuous Improvement: Evaluate and improve current operational processes by leveraging new technologies to drive efficiency and enhance both customer and agent experiences. Ensure continuous improvement (CI) streams are consolidated and integrated into the parallel business model, aligning internal processes and systems to consistently deliver on the value proposition. Collaborate across teams and partners to align priorities, ensure consistency in delivery, and maximize operational outcomes.Na tou rourou - what you'll bringExcellent cross-functional leadership and leverage your influential leadership skills, to drive results through both direct and indirect collaboration.Strong approach in a collaborative environment that inspires a sense of ownership among team members, confidently engaging in candid conversations with a strong sense of determination and resilience.Proven operational acumen from exposure to both customer service, including technical working environments and proven ability to execute CI improvement, green fields thinking and not happy with status quo approach.A keen eye on insight and storytelling to help CX and accountability, facilitate insight from channels and being unapologetic about getting things done for the benefit of our Customers and People.Joining the One New Zealand whanau will stretch you, challenge you and provide opportunities you've been seeking to expand your career. You'll engage in unique workplace experiences, be exposed to exciting and innovative technology, and gain opportunities for learning beyond Aotearoa.
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