Contact Centre Manager - Takapuna

CRM/Call center Auckland North Shore, Auckland


Amplifon are the world’s leading hearing specialists, operating in 29 countries worldwide.  In New Zealand, Amplifon trades under two brands; Bay Audiology and Dilworth Hearing.  With over 100 clinics nationwide, we are New Zealand’s largest Audiology provider.  We are an organisation who lives and breathes our mission – to empower people to rediscover the joy of sound.

About the role:

We are seeking an experienced Contact Centre Manager with a proven track record of success, to lead the operations of our rapidly growing call centre team, that ultimately drives traffic into our clinics nationwide. 

Leading a team of 30+ Contact Centre Representatives, the purpose of this role is to develop strategies for business growth, continually optimising performance, manage resources and workflow, monitoring and delivering KPI’s, all the while ensuring a positive and engaged culture.

We are seeking a strategic thinker, who can understand and interpret the complexity of data, and develop strategies to deliver business targets and outcomes. This person will be a self-starter, with incredible people focus, who is able to work autonomously.

Your role includes:

  • Maintaining a positive culture and a high performing team environment
  • Managing the complexity of calls from Inbound, Outbound, CRM & Leads
  • Overseeing people and recruitment management
  • Managing resource workflow and training
  • Reporting on KPI’s and business performance to key stakeholders
  • Being a brand ambassador for both Bay Audiology and Dilworth Hearing

What we are looking for:

  • 5+ years in a Senior Contact Centre Management position or similar
  • An innovative and enthusiastic leader
  • Proven people management experience
  • Understanding of call centre KPI’s and the ability to track and manage delivery
  • Strong continuous improvement mindset
  • Passionate about customer service
  • Confident verbal communication skills
  • Strong data analytics and numerical ability

What’s in it for you?

Amplifon NZ are a forward thinking, innovative organisation with a flexible and rewarding business culture.   You will be working with a supportive leadership team, an awesome contact centre team, plus we offer a competitive salary and employee benefits.  So, if you are up for a new role with plenty of scope to optimise our current processes, an organisation who truly values its people, and you want to make a difference in the lives of those with hearing loss; apply online today!sa