Team Leader - Contact Centre (Fixed Term till December 2021)

Job Description

We are looking for someone to lead, motivate, relate and inspire, you’ll maximise the potential and overall performance of your Student Services team.

From managing daily operations and directing workflow to recruiting, providing ongoing training and coaching, you’ll see to it that your team is engaged, high performing, and consistently delivering high-calibre customer service.

The ability to provide and implement innovative solutions in a rapidly changing environment will be vital along with proven experience in the development of business relationships.

If you are a strong communicator and can work across high volume through telephone, email, confident using webchat or social media platforms this would be great.

This role involves working shifts of either 8am- 4pm or 10am- 6pm, dependent on requirements.

For more detailed information, please refer to theposition description.

The role will be reporting through to the Student Contact and Support Manager. Your team will consist of permanent, fixed term and casual staff. You will be working alongside other team leaders, who are high performing with a lot of diversity within the team. They are warm natured and welcoming, confident in their ability and supportive.

We are seeking a candidate with staff management experience or extensive contact centre experience, who is a fantastic communicator to lead a diverse group, a person that is confident and proactive, a problem solver who can change direction quickly based on change in demand as this is a fast moving role. Managing the team and the operations of the centre with empathy and understanding as you will be not only helping our students and families but backing the team that is providing that support.

• Excellent communicator who prides themselves on delivering outstanding customer service
• Experience in a contact centre and proven experience managing others
• Experience with working with the Academic Calendar and the possible impacts of this for students
• Experience working in a student facing role, responding to student enquires
• Proficient using systems, CS9, Services Cloud
• You will be responsible for building a positive work environment to foster staff development, mentor your team.
• Ability to multi task with great attention to detail, as you could be managing staff absences or reacting to urgent quires

Qualifications

PreferredTertiary Qualification

Additional Information

The University of Auckland is New Zealand’s leading university and is committed to providing an excellent working environment through:

• Flexible employment practices
• A competitive salary with five weeks’ annual leave
• Kiwi Saver scheme, discounted car parkingand a number of other discounts on internal and external services.

For more information please visitStaff Benefits.

Applications must be submitted online, by the closing date of

In accordance with our commitment to equitable recruitment, the University welcomes applications from all suitably qualified and experienced candidates. In response to COVID-19 the New Zealand Government has imposed a travel ban and are currently only allowing New Zealand Residents, Citizens and visa holders meeting a strict exception policy to enter the country, all of whom must currently enter Government approved quarantine for two weeks on arrival.

It is uncertain when these border restrictions will change, and this may impact the degree to which an offshore candidate can engage in the interview process; or be available to commence in a new position. For more information and updates on the border restrictions visit theImmigration New Zealand websiteor theNew Zealand Government’s official Covid-19 website.

The University is committed to meeting its obligations under the Treaty of Waitangi and achieving equity outcomes for staff and students in a safe, inclusive and equitable environment. For further information on services for Māori, Pacific, women, LGBTQITakatāpui+, people with disabilities, parenting support, flexible work and other equity issues go towww.equity.auckland.ac.nz