National Communications Centre Manager
Ko wai mātou? | Who are we? 
Access Community Health stands as a leading provider of home-based healthcare and support in New Zealand.  We are a 4,000 person-strong team in an organisation which has been at the forefront of community health since the 1920s.  Our nurses and support workers provide services to more than 20,000 people. And we listen to each one of them, because we genuinely care

'A better day, every day'

He kōrero whakamārama mō tēnei tūranga | About the role 
The National Communications Centre Manager role will provide strategic planning and inspiration to the team to improve service delivery and team culture, and create a 'Centre of Excellence' for Access by continuing to foster and improve on a customer-focused culture

The role is responsible for Leading the team and overseeing the day-to-day operations of the Access Uru Atea (Access) National Communications Centre (NCC). This involves

• Timely and effective management voice and online interactions with Access staff nationally, external service providers, whanau and tangata
• Recruitment, training, and performance management
• Leveraging technology to its fullest potential to deliver innovative solutions, aligning with a modern and forward-thinking business that is prioritising exceptional service
• You will be supported in the role by 5 experienced Team Leaders and approximately 70 National Communication Officers on a flexible shift roster

Ngā tohungatanga mō tēnei tūranga | Skills and experience 

• Bachelor's degree in business administration, management, or a related field (desirable)
• Proven experience in a contact centre management role, as a senior manager and people Leader
• Proven background in Analysing performance metrics, identifying areas for improvement, and implementation of initiatives to enhance efficiency and effectiveness
• Competent in Managing budgets and resources
• Proficiency in contact centre software and CRM systems
• Strong problem-solving skills and the ability to handle high-pressure situations
• Skilled at coaching and guiding conflict resolution
• Health industry experience - desirable but not essential

He aha ai mātou? | Why Us? 

• A supportive nationwide team with a strong values-based culture
• A passionate business that promotes diversity and inclusion, reflecting the communities we serve
• We work hard to remove barriers to allow people to have a voice, choice and self-determination using the power of whānau and communities so they can achieve their goals and aspirations
• Reporting directly to the National Operations manager this role is a unique opportunity to be part of a Senior Leadership team striving to make a difference in our community, make your mark in an Industry that is both challenging and extremely rewarding!

Access Community Health l Uru Àtea has a mission to create a better day, every day for thousands of people throughout Aotearoa to live independently in their own homes and communities. Access | Uru Ātea is more than just our name, Uru Ātea means "to enter space" and is our promise to deliver services in our client's space, wherever that may be.