CSD Operations Manager

Auckland / Permanent (Full-time)

As a member of the Customer Service Delivery (CSD) leadership team, this role supports the delivery of the vision of a high-performing team that provides a superior customer experience every time, for all our customers.

The CSD Operations Manager is responsible for daily CSD operations, working in close partnership with the Head of CSD and the CSD Team Leaders to keep the business unit running smoothly. Key parts of the role are the leadership of workforce management, queue management, continuous improvement, quality assurance, and learning and development.

The role requires great leadership skills, deep practical and technical knowledge of contact centre operational management, and a strong focus on building processes and teams that deliver exceptional service. Key responsibilities are:

  • Oversight of Workforce Management/Queue Management
  • Operations co-ordination i.e., event management, IT, physical service environment
  • Ownership of continuous improvement with a focus on critical processes
  • Optimisation of process workflows
  • Origination and adjustment of KPI reporting
  • Complaints Management Frameworks (owner)
  • Escalation Management Frameworks (owner)
  • Quality Assurance & Capability Coaching (oversight)
  • Lead “day of operations” management
  • Flex resource forecasting & management
  • Smith&Smith® wide project contribution as required
  • Mid to long term planning
  • KPI reporting

Leveraging Belron best practice and key internal and external relationships, this role will create an operational excellence environment with engaged team members who have the tools, training and skills to the best they can be, each and every day. Essential to success in this role is being a highly effective and inspiring leader, building a collaborative and values driven culture so we can become a truly purpose led organisation.

As an authentic purposeful leader, it is essential that you are courageous, enjoy navigating uncertainty and complexity, are customer driven and love nurturing cultures where people can perform at their best; creating a workplace that can only be described by your people as a “great place to work”. You also need to be able to engage in an inspiring manner with team members and other stakeholder groups through bringing to life the Belron values.

Your application will include the following questions:
  • Which of the following statements best describes your right to work in New Zealand?

  • How many years of people management experience do you have?

  • What's your expected annual base salary?

  • How much notice are you required to give your current employer?

Applications close: 29/10/2021
Job description: Download PDF
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