Service Delivery Manager Covid Contact Centre

Whakarongorau Aotearoa

  • Auckland

An operations leadership opportunity responsible for a dedicated team serving our communities by delivering COVID-19 telehealth solutions

  • Are you a leader of leaders managing excellent service delivery results?
  • Join Aotearoa's Covid-19 response leading a virtual contact centre operation
  • Fixed-term to June 2022 based in Freemans Bay Auckland

We have an exciting opportunity to be part of our COVID leadership team. This is a critical leadership role with accountability for a direct team and indirect team of Leaders, Supervisors and Advisors in our virtual contact centre. Ultimately, you'll be ensuring that all of Aotearoa's communities are supported.

If you thrive on providing strategic leadership, managing overall service delivery performance and maintaining a key focus on continuous improvement and innovation, this is a key role in our Covid-19 response that could be a great next step for you!

About the role - Atu mo te mahi

Reporting to our Director, the role will develop a high performing team of People Leaders and Operations Leads to ensure frontline teams are engaged, inspired, motivate and supported to deliver an exceptional and consistent Telehealth experience to Service Users.

Running an effective and high performing operation will include the engagement and management of both the relationships and performance of our Partner Call Centres.

Our teams manage inbound and outbound calls and various other systems to support the community. We operate 7 days a week and the team are both on-site and work from home so you will need to be confident effectively managing and communicating across a remote workforce.

About you - Pehea koe

Strong operations management background with experience leading significant growth or change is essential, ideally within a customer centric environment. A passionate leader who can engage, influence and motivate others with positivity and the ability to lead process and service improvements in a fast paced and changing environment.

You'll be confident maintaining regular reporting on progress, performance, risks/issues and planning. You'll have the ability to influence and lead change and process improvement to achieve measurable impact. Your strong relationship building and stakeholder management background will be critical to your success.

Ideally, experience within telehealth, health technology or similar would be a great fit plus exposure working in fast paced contact centre operations. Put your proven experience managing performance with executive level visibility to great use!

About us - Ko wai hoki

Whakarongorau Aotearoa are privileged to provide the people of Aotearoa New Zealand with professional, quality advice, support and information across a range of health and mental health services including the COVID-19 Healthline. We do this 24 hours a day, seven days a week across seven digital channels. We manage inbound and outbound call centres in Auckland, Wellington and Christchurch as well as remote teams working from their homes across the country.

Our values - Ō Tātou Uara

Our ambition is to virtually support people of Aotearoa New Zealand to stay well and connect them seamlessly with care when they need it. Our values underpin all we do, and how we do it.

  • Do the right thing - Mahia te mea tika
  • Motivated by quality - Hihiri e te kounga
  • Passion for better - Ngākau nui ki te pai ake
  • Shoulder to Shoulder - PPokohiwi ki Pokohiwi

Please apply online to be considered for this important leadership position within our organisation. We look forward to hearing from you and will be commencing this recruitment in January 2022.

Apply Online

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