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.
Whakatairangatia ngā kete o te mātauranga ki te ao mārama! E te tai whakarunga, e te tai whakararo – nau piki mai, nau kake mai ki te Mana Tohu Mātauranga o Aotearoa.
May the baskets of knowledge (education) be brought into the world of light. We welcome one and all to join us at the New Zealand Qualifications Authority.
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 act 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.
Skills and experience

Essential:

• Experience:
• 3-5 years of experience in contact centres, including a minimum of 2 years as a Team Leader.
• 1-2 years' experience managing key contact centre KPIs, such as First Call Resolution (FCR), Average Speed of Answer (ASA), Customer Satisfaction Score (CSAT), along with quality assurance and efficiency metrics.
• Negotiating SLAs with internal team and external vendor partners
• Technical Skills:
• Strong digital acumen and familiarity with contact centre technology, including CRM systems, telephony systems, customer feedback, and quality assurance systems.
• Proven ability to leverage technological capabilities to enhance service delivery.
• Leadership and Management:
• Exceptional verbal and written communication and presentation skills, with the ability to communicate clearly and effectively in all situations.
• Strong leadership abilities, capable of motivating, leading, and driving teams to achieve excellence.
• Proven success in recruiting, developing, leading, and retaining staff.
• Ability to manage resource requirements to cover variable workloads and maintain best practices.
• Analytical and Operational Skills:
• Strong analytical skills, with a customer-centric approach.
• Thorough understanding of customer service practices and a commitment to customer focused service delivery.
• Strong operational focus with the ability to manage operational staff and coordinate several simultaneous work streams.
• Utilise voice of customer insights to drive improvement in the contact centre and associated business processes
• Personal Qualities:
• Curiosity and a keen interest in staying abreast of best practices in Contact Centre operations and web technologies.
• Strong influencer with high resilience and perseverance.
• Absolute focus on equity when engaging with customers.

Desirable:

• Experience as a Product Owner or similar role in product management
• Knowledge of te ao Māori would be an advantage and a demonstrated commitment to the principles of the Treaty of Waitangi
• Knowledge of NZQA and/or education sector
• Knowledge of basic Te Reo Māori and tikanga

Qualifications:

• Tertiary qualification and/ or significant relevant experience

Apply Now
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 9 September 2024.