Contact Centre Operations Manager
Kaikaranga · 11-50 employees
What the role involves
- Leading team
- Managing operations
- Improving services
What they ask for
At least 3 years' experience leading a contact centre, customer service, or operational service environment; experience managing multi-channel services, workforce planning, performance, budgets, and technology providers; strong people leadership and coaching skills.
- 3+ yrs experience
- Manages people
About the job
Lead the team that connects people to the support they need.
For many people and whānau, our Contact Centre is their first connection with Kaikaranga. It's where they come for information, guidance and help to find the right support.
We are looking for an experienced Contact Centre Operations Manager to lead our team and help shape how people access our services.
This is an opportunity to bring your leadership, operational and technical experience to a role where the quality of service matters. You will lead the day-to-day operation while looking at how we can improve our systems, processes and the experience we provide.
What you will be doing
- Leading and developing our Contact Centre team
- Managing daily operations, service levels and workforce planning
- Improving how enquiries are managed and connected to the right teams and services
- Overseeing Contact Centre technology, systems and vendor relationships
- Using data and feedback to improve performance and service delivery
- Working with teams across Kaikaranga to support new and changing services
What you will bring
- At least 3 years' experience leading a Contact Centre, customer service or operational service environment
- Experience managing multi-channel services, workforce planning and performance
- Strong people leadership and coaching skills
- Experience managing budgets, technology providers and service improvements
- Confidence using data to understand performance and make improvements
- The ability to build good working relationships and lead through change
- Experience in health, disability or social services would be an advantage, but isn't essential.
Why join Kaikaranga?
At Kaikaranga, we work alongside disabled people and whānau, helping them connect with the support, services and opportunities they need to live their best lives.
We offer a supportive team environment, opportunities to develop and the chance to contribute to work that makes a difference.
If you're an experienced Contact Centre leader looking for a role where you can bring together your operational expertise and a genuine focus on people, we would love to hear from you.
Apply now to join Kaikaranga.
Applying for this job
What to show on your CV
- The ad asks for 3 years of experience or more. Make your dates and job titles easy to check, most recent first.
- It manages people. Say how many you've led, and what changed because of it.
- For the work it describes, like "Leading team", give an example from your own experience, with a result you can talk about at an interview.
Our guides to the New Zealand CV format, cover letters and interview questions cover the rest.