Operations Manager- Auckland CBD in Auckland, N, NZ at TTEC

Date Posted: 2/9/2018

Job Snapshot

Job Description

TTEC (formerly TeleTech) is a global outsourcing company employing over 50,000 people on 80 sites around the world. We help bring technology and human connections together to deliver amazing customer experiences every time. Help us continually find ways to exceed customers' needs and build the relationships that keep them delighted and loyal!

Role Description :

As the Operations Manager for both our NZ and Manila sites (based in NZ), you will be required to drive customer service satisfaction, superior customer relationships, manage day-to-day program operations and develop a positive relationship with key client contacts. You will be responsible for working with all facets of the respective business including sales, customer service, marketing, operations, finance and analytics. You will tactically execute TeleTech and our clients' business ensuring internal and external key performance indicators are attained. You will lead client calibration calls and provide feedback to Team Leaders and Customer Service Representatives based on observations. You will have an ability to develop an in-depth understanding of the target market's regulatory requirements and compliance issues, and can effectively assist team members when needed.
The primary purpose of the role is to enhance the overall value and longevity of the client relationship and drive profitable sales for both ttec and our client(s).

Essential Requirements :
  • 5 years experience in sales and/or customer service management, managing multi site/region contact centres.
  • 3 years experience in managing a Philippines based large scale contact centre operation.
  • Experience in working with NZ and Australian blue chip companies in a contact centre environment.
  • Proven track record in revenue growth/sales in contact centre operation.
  • Proven track record in managing teams of 200 staff.
  • Six Sigma or Lean methodology knowledge/background.
  • Every facet of your communication skills is undisputed- written, verbal and presentation skills and superior listening skills.
  • Ability to handle multiple tasks and requests while still maintaining results in core job functions and responsibilities.
  • Professional acumen to interact with and handle various escalated issues from internal and external customers.
  • Ability to work independently, as well as in a team environment to accomplish a common goal.
  • Demonstrated strong analytical skills.
  • Ability to facilitate change within the organisation in a positive manner.
  • Consistent and positive demeanor when handling various job responsibilities.
  • Working knowledge of Microsoft Office software package.
  • Bachelors degree/higher or equivalent of education and experience.  

Essential Competencies :

  • Leadership : Role model for team members for development and uses people skills to enhance organisational productivity and commitment. Proven ability to lead, motivate and coach a team to achieve goals.
  • Accountability : takes responsibility to ensure expected goals are achieved.
  • Customer Orientation : have thorough knowledge of the market and effectively manages the team to exceed customer expectations.
  • Performance Management :  Develops team potential to a high level, using an intimate understanding of how the team operates.
  • Time Management : Prioritises tasks and deals with each action individually and effectively.
  • Problem Solving : Anticipates obstacles and thinks ahead about next steps.

If you are looking to work with iconic brands and global business exposure, we have a fantastic opportunity for you to join ttec, a very successful global business. Accelerate your career with industry leaders. APPLY NOW!!

Notice to external Recruiters and Recruitment Agencies : TTEC (formerly TeleTech) does not accept unsolicited headhunter and agency resumes. Headhunters and recruitment agencies may not submit resumes/CVs through this web site or directly to any employee. TTEC (formerly TeleTech), and any of our subsidiaries, will not pay fees to any third-party agency or company that does not have a signed agreement with TTEC (formerly TeleTech).