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The New Zealand Automobile Association Incorporated

Team Manager

  • Posted 4d ago
  • Hybrid
  • Full Time
Location

Auckland

Job Description

What You'll Be Doing | Mō te Tūranga

We have exciting opening for a Team Manager at our Penrose Contact Centre. If you're passionate about delivering great customer service and fostering a growth mindset, this role is for you!

In this role, you will inspire and lead a team of Customer Care agents to provide outstanding service to our Members. You will oversee daily operations while fostering a positive and collaborative work environment.

Key responsibilities include:

  • Driving and motivating performance of the team through training, coaching, and implementing change and continuous improvement initiatives.
  • Identifying training needs within your team and ensuring individuals are provided any relevant training.
  • Providing individual and team performance updates on a weekly, monthly and ad-hoc basis.
  • Establish structured plans, objectives and KPIs for all direct reports.
  • Managing real time queues and phone priorities to maintain agreed service level across all queues.
  • Manage employee performance issues, ensuring all relevant HR policies and processes are fully met.


About You | Mōu

  • 2 years of proven success in leading and coaching teams.
  • 5 years of experience in customer service, preferably in a call or contact centre environment.
  • Demonstrated ability to drive team performance through effective coaching and mentorship.
  • Exceptional people skills, with proficiency in time management and clear communication.
  • Capable of effectively managing multiple challenges and prioritising tasks.


Working with the AA | Me mahi tahi tatou ki AA   

For over 120 years we've been helping Kiwis on their adventures! Today, we're one of New Zealand's most respected and trusted brands.    

From our humble beginnings as a motoring enthusiast's club, the New Zealand AA (Automobile Association) has grown into a large, dynamic organisation offering many services and products to more than 1.8 million Members.     

Here, we offer a lot more than roadside assistance. We're constantly evolving and advancing into new businesses, offering new challenges and a range of opportunities.   

Come join us and take your career on its next adventure!   

What We Offer | Ngā āhuatanga kei a mātou   

  • Free AA Membership for you and your whānau   
  • NZAA Super Scheme with 2% employer contributions on top of 3% KiwiSaver 
  • A day off for your birthday   
  • Hybrid working arrangement   
  • Discounted insurance   


Our teams celebrate diversity and believe that everyone should be able to bring their true selves to work every day.  We want you to feel comfortable to be your authentic self throughout the recruitment process, please feel free to let us know if there is anything you need to allow you to participate equitably.   

We are aware that there will be candidates who are interested in the role but may only feel comfortable to apply if they have ticked all the boxes. We want you to know that if you feel like you don't meet all the requirements, please still get in touch.  We'd love to korero to see if you might be a great fit for the role.   

Hard Skills Required

  • Customer Service Expertise
  • Data Analysis and Reporting
  • Technical Proficiency
  • HR and Performance Management Knowledge
  • Project and Change Management

Soft Skills Required

  • Leadership
  • Communication
  • Problem-Solving
  • Time Management
  • Empathy

Benefits and Perks

  • 🏎
    Competitive Salary
  • 📣
    Referral Bonuses
  • 💚
    Counselling Services
  • 🎉
    Employee Discounts and Rewards
  • ❤
    Care and Appreciation
  • 🧕
    Inclusive Workspace
  • 🖥
    Computer Assistance
  • 🎂
    Birthdays Off

Job Schedule

  • Shift Work

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