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Job Offer: Team Manager, Contact Centre, Dunedin:ACC_hainesJob description:Job DescriptionACC’s vision is to create a unique partnership with every New Zealander, improving their quality of life by minimising the incidence and impact of injury.Our Contact Centre is growing and We are seeking for two new Team Managers to lead and inspire our Customer practice Representatives to deliver a great customer practice to ACC customers. What could I expect to do in my new function? » Lead your team to ensure effective planning and assessment of interactions across the contact centre providing measurement of the customer practice across all channels » Work closely with key partners and contact centre leadership abilities team to prepare and communicate trend Analysis reporting to ensure performance and service goals are optimised » Work collaboratively to ensure our Customer practice (CX) Framework programme meets business needs to support the learning and development of staff » Review survey data for customer feedback on their practices and work collaboratively to identify and develop customer improvements » Build and lead a highly engaged and motivated team who work together to achieve outstanding results » Monitoring team and individual performance through reporting and drive results through regular support for coaching discussions » Flex your leadership abilities expertise to lead, support and develop approaches, tools, actions and knowledge that creates space for M?ori and Tangata Tiriti (non-M?ori) What would I need to be prosperous in this position? » Knowledge of contact centre environments and capability to identify continuous improvement opportunities » Availcapability to work on a rotational basis Mon to Fri, 7am – 7pm » Strong leadership abilities expertise with a proven track record of achieving results through your people » The capability to multi-task and prioritise multiple demands from a diverse range of stakeholders » Great interpersonal expertise, with the capability to positively influence and negotiate » Excellent knowledge of customer applications/tools, practices and key performance indicators » Sound knowledge of risk and audit requirements What’s in Information technology for me? Not only will you be joining a nationally recognising contact centre you will also become part of our wider Channel Operations team – one of the highest engaged areas of ACC; we value and invest in our people and rally around a strong kaupapa which makes work fun, engaging and purposeful. At ACC, we recognise that diversity, inclusion and accessibility is important to our business. We embrace the unique perspective and capabilities of our current and future employees, which will help us continue to drive innovation and achieve our business goals. Our culture enables us to create an environment of involvement, respect and connection with the communities where we work – benefiting individual employees and all our clients across New Zealand. ACC are committed to upholding our responsibilities as a Crown entity to Te Tiriti o Waitangi. ACC’s M?ori Strategy – Wh?ia te tika (Pursue what is right) is the vehicle by which we deliver our treaty obligations and is ACC’s commitment to knowledge and responding to wh?nau-centred needs, expectations, and aspirations for all whanau, hap?, iwi, and h?pori M?ori. Applications will run through to Monday May, 3 2021 but please note that if an ideal candidate is found during this time we will move forward with screening and interviewing sooner. Applications will only be accepted when formally submitted through our ACC Career Website. Should you have any accessibility issues applying please email kimberley.buchanan@acc.co.nz How to submit the application:https://careers.acc.co.nz/jobs/team-manager-contact-centre-dun edin-2131 Applications will run through to Monday May, 3 2021 but please note that if an ideal candidate is found during this time we will move forward with screening and interviewing sooner. Applications will only be accepted when formally submitted through our ACC Career Website. Should you have any accessibility issues applying please emailkimberley.buchanan@acc.co.nzSkills:
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