For over 120 years we've been helping kiwis on their adventures. We've become a trusted partner to our members, who are at the heart of everything we do. And, as one of New Zealand's most enduring brands, we've become a permanent feature of our cultural landscape. Our people are talented, naturally curious and love to ask, 'what's next?' This means that here at the AA, you'll be surrounded by proud, passionate people who love a challenge, work as one and enjoy our unique team spirit.
The first port of call for many of our services is through our AA Contact Centre. We receive large volumes of calls for a wide variety of needs and our goal is to provide a fast, efficient and effective service via the appropriate channels.
The role: An exciting role is now available as a Team Manager reporting to our Customer Experience Delivery Manager based in our North Shore Contact Centre. Relish the opportunity lead a team of Customer Service Representatives to deliver exceptional customer outcomes whilst driving growth mind-set and a solutions focus!
Managing day to day operations within the team along with fostering a positive and engaging collaborate work environmentDriving and motivating performance of the team through training, coaching, support, and by implementing change and continuous improvement initiatives.Identifying training needs within your team and ensuring individuals are provided any relevant training.Providing individual and team performance updates on a weekly, monthly and ad-hoc basis.Establish structured plans, objectives and KPIs for all direct reports.; and ensure direct reports are meeting these requirements.Recruitment and selection including liaising with Contact Centre, Talent Acquisition and IT in relation to the onboarding and training experience.Managing real time queues and phone priorities to maintain agreed service level across all queues.Assisting with managing roster coverage during staff leave applications and ensuring all team members have completed payroll related processes.Deal with escalations and lead by example, answering calls in accordance with service standard and processes, demonstrate a positive, friendly, empathetic, and understanding manner.About you: You'll be someone who'll love leading a team of Customer Service Representatives to be proud, passionate individuals who relish challenge, working as one and enjoy our unique team spirt.
Demonstrating leadership and provide direction to all staff through structured observation and coaching, proactive communication and successful implementation of change and continuous improvement initiatives.Providing effective leadership and direction to direct reports and foster productive relationships with key stakeholders and their teams.Establishing structured plans, objectives and KPIs for all direct reports.; and ensure direct reports are meeting these requirements.Previous leadership experience of successfully coaching and leading teams and driving performance in the contact centre environment.Excellent people, time management and communication skills.Why work for us: As a team, we can offer you training and development, a strong focus on professional growth, and a clear path for your career development. We are proud to offer a range of awesome benefits including:
Free AA MembershipDiscounts on insurance productsAn extra day's leave to celebrate your birthdayNZAA Retirement SchemeIf you would like to kickstart your career with AA, please apply today! A full job description is attached. Applications closes on 2nd May 2024
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