Team Leader Contact Centre

Mō tēnei tūranga mahi | About this role

Team Leader Contact Centre, Customer Experience and Analytics Team – Permanent

This is a unique Team Leader role which brings together two of NZQA's critical customer facing channels under one team – Omni-channel Contact Centre (phone, email, chat, chatbot and other digital channels) and website and personalised portals.

Whakatairangatia ngā kete o te mātauranga ki te ao mārama! E te tai whakarunga, e te tai whakararo – nau piki mai, nau kake mai ki te Mana Tohu Mātauranga o Aotearoa.

May the baskets of knowledge (education) be brought into the world of light. We welcome one and all to join us at the New Zealand Qualifications Authority.

About the role 

The position is accountable for ensuring an effective front-line operation for customer contact (e.g. phone, email, chat, chatbot) with NZQA and to ensure NZQA's website and logged-in experience is fit-for-purpose and continuously improved. The role will be Product Owner of NZQA's Contact Centre technologies and business processes. The role is also the Product Owner of NZQA's current website and logged-in experience and will eventually have Product Ownership responsibilities for NZQA's future website and logged-in experience.

Skills and experience

You should tick off as many requirements as possible below:

Essential:

• Strong leadership abilities
• Strong digital acumen and ability to leverage technological capabilities
• Strong understanding of web standards, and digital best practices
• Curiosity in keeping abreast with best practices in Contact Centre and Web
• Strong analytical skillset, customer centricity and empathy
• Strong operational focus and ability to manage operational staff
• Strong customer focus and customer empathy
• Absolute focus on equity when engaging with customers
• Strong influencer with high resilience and perseverance
• Proven success in recruiting, developing, leading and retaining staff
• Ability to manage resource requirements to cover variable workloads and maintain best practice
• Ability to coordinate several simultaneous work streams
• Skilled in problem resolution with internal and external customers
• Proven high quality oral and written communication and presentation skills

Desirable:

• Knowledge of te ao Māori would be an advantage and a demonstrated commitment to the principles of the Treaty of Waitangi

Qualifications:

• Tertiary qualification and/ or significant relevant experience

About us

NZQA is a te reo Māori learning organisation and is committed to equity and lifelong learning. We welcome candidates from diverse backgrounds that will enrich our understanding of the education system. We prioritise the importance of understanding tikanga in building a culturally responsive workplace.  NZQA is dedicated to providing a welcoming environment to Māori and Pacific staff and has active Māori and Pacific staff networks which contribute to NZQA's strategic action plans - Te Kōkiritanga and Takiala Pasifika.

What we can offer:

• A supportive team / whanau environment
• A role with lots of variety
• Development and career progression opportunities
• To find out more click here NZQA Staff Benefits

Apply Now!

For more information about this role and NZQA please refer to the job description, NZQA's Customer Charter and Organisational Values. If you are applying/viewing through Seek, please click ‘apply now' to access these links.

If you would like to discuss further, please call Vipin Kumar on 04 460 7361.

Applications close at 5.00 pm on 30 April 2024.