Are you an experienced contact centre leader with a background in the health sector? Do you have a track record of leading teams, improving service delivery, and implementing operational improvements?
We’re looking for a strong leader to manage a National Contact Centre, overseeing a team that plays a key role in delivering essential healthcare services across New Zealand.
About the Role
As the National Contact Centre Manager, you will lead a team of 5 Team Leaders and approximately 70 Communication Officers in a fast-paced, customer-focused environment. Your role will be to ensure efficient service delivery, foster a positive team culture, and continuously improve processes.
Key responsibilities:
- Lead and support a large contact centre team
- Oversee recruitment, training, and performance management
- Use technology and data to improve efficiency and service delivery
- Manage budgets, resources, and performance metrics
- Work closely with the senior leadership team to drive operational improvements
About You
To succeed in this role, you’ll need:
- Proven experience in a senior contact centre leadership role
- Health sector experience (essential)
- Strong people leadership and coaching skills
- Experience in customer-focused service delivery
- The ability to analyse performance metrics and implement improvements
- Proficiency in contact centre software and CRM systems
- The ability to problem-solve and work under pressure
- A Bachelor’s degree in Business, Management, or a related field is desirable but not essential.
Why Apply?
- This is an opportunity to take on a key leadership role in a mission-driven organisation, making a real impact on the lives of people across New Zealand.
- Supportive leadership team
- Opportunity to drive change and improve service delivery
- A role that combines strategic leadership with hands-on management
If you have the skills, experience, and leadership qualities to succeed in this role, we’d love to hear from you.
