Call Centre & Operations Manager

Graham Consulting; Christchurch; On-site; NZD 140,000 - 190,000; Full time

Job summary

Graham Consulting in Christchurch is seeking a senior operational leader to drive performance across New Zealand and Australia. You will develop leaders, create accountability, and influence business outcomes for a customer-facing function of approximately 30 people.

Reporting to the COO, you will lead three Team Leaders, coach leaders, and collaborate with senior stakeholders to streamline processes and drive continuous improvement while delivering outstanding customer experiences at every

Qualifications

• Experience leading leaders in customer-facing environments.
• Ability to coach and develop people leaders to build high-performing teams.
• Strong stakeholder management and communication across levels.

Responsibilities

• Lead three Team Leaders responsible for a customer-facing function of ~30 people across NZ and Australia.
• Build leadership capability, create accountability, drive operational performance and deliver outstanding customer experiences.
• Collaborate with senior stakeholders, use data to improve outcomes and drive continuous improvement.

Skills

Leadership

Stakeholder mgmt

People development

Job description

Jora New Zealand will close on 9th September 2026. Thank you for being with us, we are cheering you on as you continue your career journey.

Lead Leaders and a customer-facing teams

Senior operational leadership role across New Zealand and Australia

Drive performance, develop leaders and influence business-wide outcomes

Location: Christchurch, Canterbury

Job Type: Full time

• Lead Leaders and a customer-facing teams

• Senior operational leadership role across New Zealand and Australia

• Drive performance, develop leaders and influence business-wide outcomes

About the Role

This is a leadership role where your biggest impact won't come from managing day-to-day operations-it will come from developing the people who lead them.

Reporting to the COO, you'll lead three Team Leaders responsible for a customer-facing function of approximately 30 people across New Zealand and Australia. Your focus will be on building leadership capability, creating accountability, driving operational performance and ensuring customers receive an outstanding experience at every stage of their journey.

You'll work across multiple teams, using data and performance insights to improve outcomes, coach leaders, streamline processes and drive continuous improvement. You'll also collaborate closely with senior stakeholders across the business, making this a role where your ability to influence, communicate and make sound decisions is just as important as your operational expertise.

If you're someone who enjoys developing leaders, empowering teams and creating a culture of high performance, this is an opportunity to make a genuine impact.

About You

This role is all about leadership.

We're looking for someone who has experience leading leaders—not just managing a team, but coaching, developing and supporting people leaders to build high-performing teams of their own.

Your background could be in customer service, operations, contact centres, retail, hospitality, logistics or another customer-focused B2B or B2C environment. What matters most is your ability to lead through others, communicate with confidence and make sound decisions in a fast-paced environment.

You'll ideally bring:

• Experience leading multiple Team Leaders or people managers within a customer-facing environment

• A proven ability to coach, develop and empower leaders to deliver strong team performance

• Experience managing customer service or operational teams in either a B2B or B2C business

• Strong communication and stakeholder management skills, with the confidence to influence at all levels

• Sound commercial judgement and the ability to make decisions with confidence

• Experience using KPIs and performance data to improve engagement, productivity and customer outcomes

• A collaborative leadership style focused on accountability, continuous improvement and developing people

What's on Offer

This is an opportunity to join a successful, growing organisation in a senior leadership role where you'll have the autonomy to make a real impact.

You'll play a key role in developing leaders, strengthening operational performance and shaping the customer experience across two markets, while working alongside an experienced executive team that values strong leadership and continuous improvement.