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Contact Centre Operations Manager
Kaikaranga. Lead and develop the Contact Centre team .
Posted 11/3/2026full-timeAuckland • New ZealandMid-LevelSenior💰 NZ$90,000 - NZ$120,000 per yearWebsite
Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in leading Contact Centre operations, managing multi-channel services, and utilizing data to enhance performance and service delivery. Strong leadership and coaching abilities are essential for fostering team development and navigating change effectively.
Highest-signal resume keywords
Contact Centre LeadershipMulti-Channel Service ManagementWorkforce PlanningData-Driven Performance ImprovementPeople Leadership
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Budget ManagementService ImprovementPerformance ManagementOperational Service ManagementTechnology Oversight
Soft Skills
Coaching SkillsRelationship BuildingChange Management
Tools & Technologies
Contact Centre TechnologyVendor Management Systems
Industry Keywords
Health ServicesDisability ServicesSocial Services
About the role
Key responsibilities & impact- Lead and develop the Contact Centre team
- Manage daily operations, service levels and workforce planning
- Improve how enquiries are managed and connected to the right teams and services
- Oversee Contact Centre technology, systems and vendor relationships
- Use data and feedback to improve performance and service delivery
- Work with teams across Kaikaranga to support new and changing services
Requirements
What you’ll need- At least 3 years' experience leading a Contact Centre, customer service or operational service environment
- Experience managing multi-channel services, workforce planning and performance
- Strong people leadership and coaching skills
- Experience managing budgets, technology providers and service improvements
- Confidence using data to understand performance and make improvements
- Ability to build good working relationships and lead through change
- Experience in health, disability or social services would be an advantage, but isn't essential
Benefits
Comp & perks- Supportive team environment
- Opportunities to develop
- Opportunity to contribute to work that makes a difference