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Team Manager Customer practice:ACC_hainesJob description:Job Description» Join a national award-winning contact centre» Play to your leadership abilities, analytical and customer service strengths » Join an organisation that supports and develops your career Our purpose at ACC is to improve lives every day. It’s to put our customers first, showing them manaakitanga and supporting their wellbeing. It’s to enable everyone in Aotearoa the freedom to live their lives knowing that if they need us, we’ll be there. Not only will you be joining a nationally recognised 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. We offer flexible working options, development opportunities within ACC and life insurance, discounted Southern Cross health insurance, discounted gym membership, retail discounts and staff banking packages. For more information about this function, please see the Team Manager Contact Centre position description. What can 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 » Review survey data for customer feedback on their practices and work collaboratively to identify and develop customer improvements » Work collaboratively to ensure our Customer practice (CX) Framework programme meets business needs to support the learning and development of staff » Build and lead a highly engaged and motivated team who work together to achieve outstanding results » Monitor 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 – 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 Working at ACC We know that a diverse and inclusive team helps us meet the needs of our customers, and we welcome candidates from every ethnicity, national origin, gender identity, age, and those with a discapability or who have additional mental health needs. Information technology is important to us that people are free to be themselves at work. Here are some ways we encourage that: » Employee networks to support our colleagues from diverse backgrounds » The option to explore flexible working that suits your needs and ours » Development opportunities in te reo M?ori me ng? tikanga Join us – an organisation that grew out of bold thinking and has an enduring commitment to care for others at work, home, and play. Applications close on Sunday, 29 August 2021. If you encounter accessibility issues when submitting your application, or if you have any questions about the function please email Kimberley.buchanan@acc.co.nz How to submit the application:Apply herehttps://careers.acc.co.nz/jobs/team-manager-customer-practice-2442. Applications close on Sunday, 29 August 2021. If you encounter accessibility issues when submitting your application, or if you have any questions about the function please emailKimberley.buchanan@acc.co.nzSkills:
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