Team Leader Contact Centre, Customer Experience and Analytics Team
Permanent, Full time
Based in Wellington
We are seeking a dynamic and experienced Team Leader to oversee our compact yet versatile Contact Centre. This unique role not only demands leadership in day-to-day operations but also strategic involvement in our modernisation initiatives.
The position is accountable for ensuring an effective front-line operation for customer contact (including phone, email, chat, and chatbot) aligned with NZQA's customer experience strategy.
The Contact Centre Team Leader will lead a small team of 10-15 representatives and one supervisor, acting as the Product Owner of NZQA's Contact Centre technologies, customer feedback channels and business processes.
Additionally, the role entails the documentation of contact centre processes and the ongoing enhancement of these processes through continuous improvement initiatives.
What we are looking for:
We are seeking an experienced Leader to join our Contact Centre team. The ideal candidate will bring a strong background in contact centre operations, with a minimum of 3-5 years of relevant experience, including at least 2 years in a leadership role.
Key responsibilities include:
Building strong relationships with stakeholders
Product ownership of the Contact Centre technologies
Leading and managing high volume events
Managing critical KPIs such as First Call Resolution (FCR), Average Speed of Answer (ASA), and Customer Satisfaction Score (CSAT)
Handling quality assurance and efficiency metrics
You will be a motivated leader with a passion for leading and coaching people to deliver great outcomes. You will be comfortable leading complex process improvement and working in a fast-paced environment juggling conflicting priorities.
Desirable:
Knowledge of te ao Maori and a commitment to the principles of the Treaty of Waitangi
Familiarity with NZQA and/or the education sector, along with a basic understanding of Te Reo Maori and tikanga
This role offers a dynamic environment where you will play a crucial role in driving our team's success, ensuring that we meet and exceed our service standards.
If this sounds like you, tell us in your cover letter what makes you a good fit. The remuneration range for this role is $96,560 to $106,832 (Step A to midpoint). A small amount of negotiation may be possible for an exceptional candidate.
For more information about this role please refer to the job description. If you would like to discuss this role, please call Vipin Kumar on 04 460 7361. Applications close at 5.00 pm on 21 November 2024.
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