Contact Centre Manager
About the Company:
Our client are New Zealand and Australia’s largest independent, full-service EFTPOS provider. They specialise in offering EFTPOS solutions to small and large businesses across New Zealand, allowing their customers to take payments anywhere, anytime. They pride themselves on providing a high-quality customer service experience and drive to ensure that they bring the latest payments technology to their customers.
About the role:
The purpose of the Contact Centre Manager role is to oversee and manage the operations of the technical support department. The team pride themselves on providing exceptional customer service to their clients, effectively troubleshooting any technical issues they are facing. Your primary responsibility will be to ensure the smooth and efficient functioning of the contact centre, which serves as a critical point of contact for customers, clients, and stakeholders.
Additionally, you are required to always be ready to handle alternative responsibilities within the company. On occasions like holiday periods there might be a need for you to take on tasks typically carried out by your colleagues. This adaptability is crucial as it enables the organisation to operate with efficiency and fully capitalise on their potential.
Naturally, the company operates 24/7, 365 days a year, so flexibility is both given and expected. At times, the team may need your support for incidents that occur outside of standard working hours. This can be discussed in more detail in the interview.
Key Responsibilities:
About You:
This is an exciting opportunity for an experience people-leader to advance their career in a fast-growing, multi-national organisation. The ideal candidate is someone who possesses great adaptability and has a proven track record in training and coaching others, whether in a formal or informal capacity. To be considered for the role, you must have.
Benefits:
Apply Now!
To find out more, please get in touch with Nathan on 027 330 3893 for a confidential chat.
To apply for this vacancy you MUST be a New Zealand citizen, resident, or have already secured the right to work in New Zealand and therefore hold a valid visa.
At the appropriate stage we will request your references, we ask that you do not include them on your CV when applying.
At Tribe we have our guiding light to show us the way. We bring our whole selves to work. We encourage inclusion in every single interaction. We genuinely care about people and are curious about their stories. We celebrate all points of view. We will help you find your tribe, the same way we have. We’re all on a journey together so come along…
Our client are New Zealand and Australia’s largest independent, full-service EFTPOS provider. They specialise in offering EFTPOS solutions to small and large businesses across New Zealand, allowing their customers to take payments anywhere, anytime. They pride themselves on providing a high-quality customer service experience and drive to ensure that they bring the latest payments technology to their customers.
About the role:
The purpose of the Contact Centre Manager role is to oversee and manage the operations of the technical support department. The team pride themselves on providing exceptional customer service to their clients, effectively troubleshooting any technical issues they are facing. Your primary responsibility will be to ensure the smooth and efficient functioning of the contact centre, which serves as a critical point of contact for customers, clients, and stakeholders.
Additionally, you are required to always be ready to handle alternative responsibilities within the company. On occasions like holiday periods there might be a need for you to take on tasks typically carried out by your colleagues. This adaptability is crucial as it enables the organisation to operate with efficiency and fully capitalise on their potential.
Naturally, the company operates 24/7, 365 days a year, so flexibility is both given and expected. At times, the team may need your support for incidents that occur outside of standard working hours. This can be discussed in more detail in the interview.
Key Responsibilities:
- Ensuring each of your team members has a clear understanding of their role, responsibilities, and expectations; both operational and behavioural.
- Carrying out 1-1’s with your team - covering targets, achievements, professional goals, and areas of concern.
- Monitoring operational metrics and targets.
- Managing team rosters, absences, and accountability.
About You:
This is an exciting opportunity for an experience people-leader to advance their career in a fast-growing, multi-national organisation. The ideal candidate is someone who possesses great adaptability and has a proven track record in training and coaching others, whether in a formal or informal capacity. To be considered for the role, you must have.
- Minimum of 1-year existing leadership experience in a contact centre or technical service desk environment.
- The ability to lead and mentor a team to provide exceptional customer service and continual professional development.
- The ability to identify issues and have a creative approach to problem solving.
- Lead by example, always professional and calm under pressure.
Benefits:
- Social team culture
- Team breakfasts
- Parking available on and off-site
Apply Now!
To find out more, please get in touch with Nathan on 027 330 3893 for a confidential chat.
To apply for this vacancy you MUST be a New Zealand citizen, resident, or have already secured the right to work in New Zealand and therefore hold a valid visa.
At the appropriate stage we will request your references, we ask that you do not include them on your CV when applying.
At Tribe we have our guiding light to show us the way. We bring our whole selves to work. We encourage inclusion in every single interaction. We genuinely care about people and are curious about their stories. We celebrate all points of view. We will help you find your tribe, the same way we have. We’re all on a journey together so come along…