Contact Centre Lead

Momentum Group

We have a fantastic opportunity for an experienced Contact Centre Lead to work within a government organisation until December 2021.

  • ASAP Start
  • 8 month contract
  • Public sector
We have a fantastic opportunity for an experienced Contact Centre Lead to join a small team within a public organisation. This is an 8 month contract based in the CBD.

The Contact Centre Lead will responsible for the rapid redesign and delivery of a contact centre model that meets the needs of existing and future customers, while ensuring the end to end customer experience with the organisation is seamless.

The primary purpose of the Contact Centre Lead is to oversee and contribute to the success of the applications and enquiries process through the delivery of quality, timely and informative interactions through exceptional service.  

Key duties will include: 
  • Set the communication standards that will be implemented when engaging with our customers.
  • Developing the overall redesign and process improvement for the contact centre.
  • Ensuring the redesign of the contact centre fits within the organisation’s overall strategy and future direction.
  • Provide contact centre leadership by acting as a role model focused on embedding the contact centre vision and mission within the Ministry.
  • Empowering 4-5 direct reports and delegate responsibility where appropriate.

The ideal candidate will have: 
  • Previous experience working in a contact centre environment, where you have led a team, implemented, or been involved in implementing processes.
  • Previous government experience.
  • Strong written and verbal skills
  • Excellent interpersonal skills and stakeholder engagement
  • Apply knowledge of Te Reo, Tikanga and the Treaty of Waitangi, or have the willingness and commitment to learn.
  • Provide conceptual thinking and insights that progresses strategic goals.
If this sounds like the right opportunity for you, please apply today!
 
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