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Job Opportunity: Operations Manager Contact Centre – Dunedin:ACC_hainesJob description:Job Description» Rare Dunedin located senior leadership abilities opportunity» Creating a culture of customer focus and operational excellence » Drive continuous improvement ACC’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. We’re committed to Te Tiriti o Waitangi by providing space for kaupapa M?ori leadership abilities to lead, support and develop approaches, tools, actions and knowledge that creates space for M?ori and Tangata Tiriti (non-M?ori). Our Te Tiriti o Waitangi direction is guided by the Wh?ia Te Tika – ‘Pursue What is Right’ – M?ori Strategy. Information technology illustrates ACC’s commitment to knowledge and responding to wh?nau-centred needs, expectations, and aspirations that lead to minimising the incidence and impact of injury for wh?nau, hap?, iwi, and hapori M?ori. We have an amazing opportunity to lead our world class Dunedin Contact Centre of around 120 people. You’ll focus on the operational management of the Dunedin site, workforce planning and supporting the Manager Channel Operations inspiring a team of eight Team Managers to deliver a great customer practice to ACC customers. What We are seeking for from you to be prosperous in this function: » Significant practice leading and managing a contact centre environment » Sound knowledge of contact centre industry, practices, technology, systems and processes including being digital savvy » Comfortable with Workforce Management applications/tools, practices, technologies and key performance indicators » Proven practice developing strategies and business plans » An interest in and practice leading continual improvement processes and methodologies » Proven success of achievement of Key Performance Indicators against targets You will bring an adaptive leadership abilities style, strong collaborative expertise and practice. Your point of difference is your capability to focus and continually grow the workplace culture and staff engagement. With your strong judgement, leadership abilities, interpersonal and coaching expertise you will be responsible for function modelling and instilling the capabilities and confidence to your team as they continue to grow as a high performing unit demonstrating excellence in privacy, service delivery, as well as attaining their personal and career development goals. Working at ACC We know that a diverse and inclusive team helps us meet the needs of our customer, 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. To view the position description please click HERE Applications will close 5pm Friday, 21 May 2021. Applications will only be accepted when formally submitted through our Careers Website. If you have any questions about the function, Contact Us by cath.scott2@acc.co.nz How to submit the application:https://careers.acc.co.nz/jobs/operations-manager-contact-cent re-dunedin-2157 Applications will close 5pm Friday, 21 May 2021. Applications will only be accepted when formally submitted through our Careers Website. If you have any questions about the function, Contact Us by cath.scott2@acc.co.nzSkills:
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