Arohia Team Lead, Christchurch
Apply Save

ONE NZ

Arohia Team Lead

  • Posted Today
  • On Site
  • Full Time
Location

Christchurch

Job Description

Ko tō tūranga – your role


Join our Christchurch whanau as an Arohia Team Lead and be at the forefront of driving excellence and innovation in our frontline contact centre teams! In this dynamic role, you'll provide day-to-day leadership and performance coaching, ensuring our multiskilled teams flow seamlessly to meet demand. You'll be the catalyst for operational success, empowering our Arohia champions by surfacing opportunities, removing friction, and fostering a culture of empathy, care, and support. Your leadership will make One New Zealand the employer of choice, enhancing every stage of our Customer Champion lifecycle from recruitment to high-performance delivery.



As an Arohia Team Lead, you'll thrive in a fast-paced environment where no two days are the same. You'll set and track goals, identify performance improvement opportunities, and champion continuous improvement initiatives. Your commitment to the OMNI ways of working will elevate both employee and customer experiences, aligning with our strategic mission and vision.



If you're passionate about making a tangible impact and leading with energy and enthusiasm, this is the role for you!



Ko tō mahi – what you’ll do

  • Drive Exceptional Customer Service: Ensure accountability to Standard Operating Procedures and support performance management frameworks. Foster a customer-centric culture in all interactions and tasks.
  • Identify and Surface Opportunities: Use operational reporting and trend analysis to find areas for performance improvement. Enhance the broader frontline team's capabilities through tactical and strategic solutions with Arohia Team Leads and the Head of Care.
  • Set and Track Goals: Create and monitor goals for each team member, identifying opportunities to improve performance and build team capability.
  • Support Continuous Improvement: Implement and lead continuous improvement initiatives for Voice & Messaging to enhance employee and customer experiences.
  • Conduct Quality Audits and Calibration: Perform call/chat quality and case management audits and calibration sessions across Arohia Team Leads. Ensure a standardized approach and consistent performance delivery.



Na tōu rourou - what you’ll bring

  • At least 2 years of operational experience in a Call Centre environment, with a comprehensive understanding of customer operations and processes, and the ability to implement process improvements where necessary.
  • Demonstrated leadership skills with a proven ability to recruit, develop and retain a high-performing team.
  • Skilled in navigating conflict and maintaining composure in high-pressure situations.
  • Possess a flexible and open attitude, with a strong drive to prioritize customer satisfaction.
  • Strong focus on people development and growth, with a passion for helping individuals meet and exceed their KPIs and career aspirations
  • Comfortable with working a flexible roster, including weekends.



Nā mātou te rourou – what you’ll get

  • One New Zealand is leading the way by ensuring you can have a truly balanced life. Most roles allow flexibility to work from home and flex your hours to enjoy work & family commitments.
  • A fully subsidised Southern Cross health insurance cover for you and your family.
  • Laptop, unlimited data plan, market leading mobile phone for business or personal use.
  • Lifestyle leave where you can purchase an extra week or two of annual leave.
  • Discounts on One New Zealand products, services and much more!



Joining the One New Zealand whānau will stretch you, challenge you and provide opportunities you’ve been seeking to expand your career. You’ll engage in unique workplace experiences, be exposed to exciting and innovative technology, and gain opportunities for learning beyond Aotearoa.



Ko mātou tēnei – our organisation


At One New Zealand, our purpose is help create a better-connected Aotearoa, New Zealand. We're focusing on investing more into simpler and better products and services, to make things even better for New Zealanders. We’ve got Heart, showing up as our best selves in every situation. We have the Grit to deliver a radically better world for our customers. We embrace the Freedom to shape the future, creating a more progressive, more inclusive Aotearoa.



We are also proudly Rainbow Tick certified and champion diversity of thought, perspective and background. We offer a friendly and open environment with leading flexible working practices that help people maintain a personal and professional balance that works for them and their whānau.



Please note our recruitment process:



We're excited to welcome new talent to our team. Due to the nature and urgency of this role, we're prioritizing applicants who are based locally. To be eligible, you must be a New Zealand citizen, resident, or hold a valid work visa with at least 18 months remaining.



As part of our commitment to a safe and secure workplace, we conduct criminal and credit background checks. Please apply only if you're comfortable with this process.



Tū hikitia rā, tū hāpainga. Tū hāpainga, tū hikitia rā.

We stand to uplift, to support and to elevate others.

Hard Skills Required

  • Call Centre Operations
  • Performance Coaching
  • Process Improvement
  • Quality Auditing
  • Goal Setting

Soft Skills Required

  • Leadership
  • Conflict Management
  • Empathy
  • Adaptability
  • Team Development

Benefits and Perks

  • ☮
    Lifestyle Leave
  • 🤱
    Extended Parental Leave
    Primary carers get 22 weeks of salary top-ups plus 26 days of paid leave upon return, with secondary carers receiving a matching 26 days allowance.
  • 🧕
    Inclusive Workspace
  • 🩺
    Health Insurance
    Enjoy fully subsidised Southern Cross health insurance for you and your immediate whanau, life and terminal illness cover, and free flu shots.
  • ⚖
    Work-Life Balance Support
  • 💼
    Life Insurance
  • 💚
    Counselling Services
  • 🏥
    Subsidised Health Insurance
  • 📈
    Professional Development
  • 🏎
    Competitive Salary
  • 🎉
    Employee Discounts and Rewards
  • 📣
    Referral Bonuses
  • 🚚
    Relocation Support
  • 💻
    Company Supplied Technology
    Get the latest smartphones with a market-leading plan and laptop sim card, so you can stay connected and productive anywhere.
  • 🖥
    Computer Assistance
  • 📱
    Discounted Phone or Internet Plans
  • ⏰
    Flexible Work
    Flexible working & work from anywhere (most roles): Work from home, flex your hours, and even work up to 20 days offshore in certain countries around the world for the perfect work-life balance.
  • Work Cafe
  • Gender Transition Suport

Job Schedule

  • Shift Work
Report This Job