Team Manager- Contact Centre at AA New Zealand

Auckland, Auckland, New Zealand -

Full Time

Start Date

Immediate

Expiry Date

09 Mar, 26

Salary

0.0

Posted On

09 Dec, 25

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Team Leadership, Coaching, Customer Service, Performance Management, Communication Skills, Time Management, Problem Solving, Continuous Improvement, Motivation, Engagement, Collaboration, Feedback, Development Planning, Resilience, Change Management, KPI Management

Industry

Consumer Services

Description

We have an exciting opportunity for a Team Manager at our North Shore Contact Centre. If you’re passionate about delivering excellent customer service, building high-performing teams, and leading through change , this is the role for you! What You’ll Be Doing | Mō te Tūranga As Team Manager, you’ll play a key role in supporting our frontline teams within the Unified Contact Centre to deliver strong outcomes for our customers. You’ll help create a culture of growth, engagement, and continuous improvement. In this role, you’ll: Lead, coach and support a team to consistently meet and exceed performance and service KPIs Champion our Customer Experience vision and ensure the team understands how their work contributes to our success Foster a collaborative, inclusive and high-performance culture across the contact centre Communicate updates clearly and regularly to drive alignment and engagement Identify and lead continuous improvement initiatives Build capability through coaching, feedback, and development planning The roster for this position is Tuesday to Saturday, from 1:30 PM to 10:00 PM. About You | Mōu You’re a confident contact centre leader who thrives in fast-paced, customer-focused environments. You know how to motivate, support, and grow a team, while managing day-to-day operations and keeping an eye on continuous improvement. You’ll bring: 2+ years of experience leading and coaching teams 5+ years in customer service in a contact centre environment Proven ability to drive team performance through effective coaching and mentoring Excellent communication skills and strong time management A calm, solutions-focused approach to challenges and competing priorities A passion for delivering great customer experiences and supporting your people to succeed Experience managing performance, handling escalations and fostering resilience A continuous improvement mindset — always looking for ways to do things better What We Offer | Ngā āhuatanga kei a mātou Free AA Membership for you and your whānau NZAA Super Scheme with 2% employer contributions on top of 3% KiwiSaver A day off for your birthday Hybrid working arrangement Discounted insurance Our 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 are interested in the role but 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. From our humble beginnings as a motoring enthusiast’s club, the New Zealand AA (Automobile Association) has grown into a large, dynamic organisation offering many services and products to more than 1.8 million Members. Our purpose of caring for our Members and the people, spaces and places that are important to them drives us and connects us as a team.

Responsibilities

As Team Manager, you will support frontline teams to deliver strong outcomes for customers and foster a culture of growth and continuous improvement. You will lead, coach, and support your team to meet performance and service KPIs while championing the Customer Experience vision.