Supervisors/Team Leaders (Call Centre & Customer Service)Full timeWhat You'll Be Doing | Mo te TurangaWe have exciting openings for Team Managers at our Penrose and North Shore Contact Centres. If you're passionate about delivering great customer service and fostering a growth mindset, this role is for you!In this role, you will inspire and lead a team of Customer Care agents to provide outstanding service to our Members. You will oversee daily operations while fostering a positive and collaborative work environment.Key responsibilities include:Driving and motivating performance of the team through training, coaching, and 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.Managing real time queues and phone priorities to maintain agreed service level across all queues.Manage employee performance issues, ensuring all relevant HR policies and processes are fully met.2 years of proven success in leading and coaching teams.5 years of experience in customer service, preferably in a call or contact centre environment.Demonstrated ability to drive team performance through effective coaching and mentorship.Exceptional people skills, with proficiency in time management and clear communication.Capable of effectively managing multiple challenges and prioritising tasks.What We Offer | Nga ahuatanga kei a matouFree AA Membership for you and your whanauNZAA Super Scheme with 2% employer contributions on top of 3% KiwiSaverA day off for your birthdayHybrid working arrangementDiscounted insuranceOur teams celebrate diversity and believe that everyone should be able to bring their true selves to work every day. We want you to feel comfortable to be your authentic self throughout the recruitment process, please feel free to let us know if there is anything you need to allow you to participate equitably.We are aware that there will be candidates who may only feel comfortable to apply if they have ticked all the boxes. We want you to know that if you feel like you don't meet all the requirements, please still get in touch. We'd love to korero to see if you might be a great fit for the role.
#J-18808-Ljbffr