Call Centre - Supervisor

at  Computer Concepts

DESCRIPTION & REQUIREMENTS

As New Zealand’s largest telecommunications and digital services company, Spark’s purpose is to help all of New Zealand win big in a digital world. We provide mobile, broadband, and digital services to millions of New Zealanders and thousands of New Zealand businesses.
Our customer experience centre in central Christchurch is responsible for providing two lines of service: the initial answering point for 111, and Spark’s Answer Message Service.
We are now on the lookout for the right people to help lead our centre by joining our on-site supervisor and support team. Are you an analytical thinker who can ask the right questions to investigate and solve problems? Can you remain calm and display empathy when interacting with people in stressful situations, both over the phone and in person? Are you passionate about training, coaching, and helping your colleagues improve? Are you interested in developing your skills as a leader? Then you may be who we’re looking for.

Our Site Partner team is responsible for providing 24/7 on-site support to our call centre agents who provide answering solutions to Spark customers as well as critical services to the New Zealand public. The Site Partners have responsibilities which include:

• Assisting agents with their queries
• Investigating and resolving faults with external stakeholders
• Forecasting staffing needs and finding cover as required
• Assessing call quality through call observations and coaching
• Assisting with recruitment and training for new agents
• Interacting with new clients to develop their answering services
• Helping to design, develop and implement improvements to the centre

The Site Partner role has been designed to provide multiple development opportunities to those who join the team, with several paths you can follow to expand and improve your skills. Former Site Partners have moved into roles as diverse as human resources, communication, project management and team leadership.

If you have experience with:

• Peer coaching or leadership
• Working adaptably, collaboratively and effectively
• Written and verbal communication
• Using a variety of apps and technology

And have:

• A sense of humour, a high level of resiliency, and optimism
• A preference for a diverse workplace
• A desire to make a difference by providing real help to real people throughout the motu

Then we’d love to hear from you.
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• Assisting agents with their queries
• Investigating and resolving faults with external stakeholders
• Forecasting staffing needs and finding cover as required
• Assessing call quality through call observations and coaching
• Assisting with recruitment and training for new agents
• Interacting with new clients to develop their answering services
• Helping to design, develop and implement improvements to the centr