At One New Zealand, our purpose is to unlock the magic of technology to create a better-connected 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.
Reporting in to the Head of Care, the Senior Team Lead will play a vital part in providing day-to-day leadership and will spearhead the end-to-end performance coaching of our frontline teams. Our teams are multiskilled and flow to where the demand is; our philosophy is that 'everyone serves, everyone sells' – our Team Leaders could be leading teams cross-functionally across all areas inclusive of frontline support teams.
As a Senior Arohia Team Lead, you will also be responsible for enabling the operational success of our Frontline Arohia teams through the collation of performance data, the surfacing of performance insights, and the execution of tactical and strategic initiatives to accelerate key metric delivery alongside the Head of Care and the Arohia Team Leads. You will be accountable for ensuring opportunity areas are surfaced up to our various internal stakeholders, jointly responsible to remove both Customer Champion, Team Lead, and Customer effort, to take out friction and wastage.
Our Arohia Team Leads are driven to serve our people and ensure a culture of empowerment, empathy, care, and support that is visible and tangibly felt. You have the responsibility to ensure One New Zealand is the employer of choice in all aspects of our Customer Champion lifecycle – from recruitment, to onboarding, to training, to live Champion and the delivery of a high-performance culture.
Please note that this role is for a Fixed Term period of 12 months.
Ko to mahi – what you'll doIdentify and surface opportunities to improve performance utilizing operational reporting and trend analysis. Take initiative to build the capability of the broader frontline team through the execution of both tactical and strategic solutions in partnership with the Arohia Team Leads and Head of Care.Deliver on our commitments to proactively drive exceptional customer service targeting accountability to Standard Operating Procedures and support the execution of performance management frameworks. Create a fanatical about customers culture through relentless customer focus in across all interactions and tasks.Arohia Frontline SME lead for new tooling/technology/process/capability frameworks ensuring clarity in business requirements and outcomes to deliver step change.Carry out call/chat quality and case management audits and calibration sessions across Arohia Team Leads. Ensure standardisation of approach, consistency in performance delivery and adherence to Service Standards.Na tou rourou - what you'll bringOutstanding verbal and written communication skills.Proven experience in leading large customer-facing teams, ideally in a call centre background.Strong commitment to coaching and developing individuals, and proven ability to cultivate a culture of growth and empowerment.Ability to critically think and apply analytical insights to solve complex problems and drive innovative solutions.Demonstrate competence in leveraging data insights to uncover trends, identify patterns/behaviors and inform strategic decision-making.Robust strategic planning skills with a proven track record of transforming vision into practical strategies and ability to effectively execute them to achieve desired outcomes.One New Zealand is leading the way by ensuring you can have a truly balanced life. Most roles allow flexibility to work from home and flex your hours to enjoy work & family commitments.A fully subsidised Southern Cross health insurance cover for you and your family.4% KiwiSaver employer contribution, an extra 1% more than the statutory minimum.Laptop, unlimited data plan, market leading cell-phone for business or personal use.Lifestyle leave where you can purchase an extra week or two of annual leave.Discounts on One New Zealand products, services and much more!We've got Heart, showing up as our best selves in every situation. We have the Grit to deliver a radically better world for our customers. We embrace the Freedom to shape the future, creating a more progressive, more inclusive Aotearoa.
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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