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Offer: Service Delivery Manager – Covid Contact Centre:HainesAttractJob description:Job DescriptionAn operations leadership abilities opportunity responsible for a dedicated team serving our communities by delivering COVID-19 telehealth solutions» Are you a leader of leaders managing excellent service delivery results? » Join Aotearoa’s Covid-19 response leading a virtual contact centre operation » Fixed-term to June 2022 located in Freemans Bay Auckland We have a great opportunity to be part of our COVID leadership abilities team. This is a critical leadership abilities function with accountcapability for a direct team and indirect team of Leaders, managers and Advisors in our virtual contact centre. Ultimately, you’ll be ensuring that all of Aotearoa’s communities are supported. If you thrive on providing strategic leadership abilities, managing overall service delivery performance and maintaining a key focus on continuous improvement and innovation, this is a key function in our Covid-19 response that could be a great next step for you! About the function – Atu mo te mahi Reporting to our Director, the function will develop a high performing team of People Leaders and Operations Leads to ensure frontline teams are engaged, inspired, motivate and supported to deliver an exceptional and consistent Telehealth practice to Service Users. Running an effective and high performing operation will include the engagement and management of both the relationships and performance of our Partner Call Centres. Our teams manage inbound and outbound calls and various other systems to support the community. We operate 7 days a week and the team are both on-site and work in the house so you will need to be confident effectively managing and communicating across a remote workforce. About you – Pehea koe Strong operations management background with practice leading significant growth or change is essential, ideally within a customer centric environment. A passionate leader who can engage, influence and motivate others with positivity and the capability to lead process and service improvements in a fast paced and changing environment. You’ll be confident maintaining regular reporting on progress, performance, risks/issues and planning. You’ll have the capability to influence and lead change and process improvement to achieve measurable impact. Your strong relationship building and stakeholder management background will be critical to your success. Ideally, practice within telehealth, health technology or similar would be a great fit plus exposure working in fast paced contact centre operations. Put your proven practice managing performance with executive level visibility to great use! About us – Ko wai hoki Whakarongorau Aotearoa are privileged to provide the people of Aotearoa New Zealand with professional, quality advice, support and information across a range of health and mental health services including the COVID-19 Healthline. We do this 24 hours a day, seven days a week across seven digital channels. We manage inbound and outbound call centres in Auckland, Wellington and Christchurch as well as remote teams working from their homes across the country. Our values – ? T?tou Uara Our ambition is to virtually support people of Aotearoa New Zealand to stay well and connect them seamlessly with care when they need it. Our values underpin all we do, and how we do it. » Do the right thing – Mahia te mea tika » Motivated by quality – Hihiri e te kounga » Passion for better – Ng?kau nui ki te pai ake » Shoulder to Shoulder – PPokohiwi ki Pokohiwi How to submit the application:Please apply online to be considered for this important leadership abilities position within our organisation. We look forward to hearing from you and will be commencing this recruitment in January 2022.Skills:
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