Contact Centre Lead: People-First Hybrid Leader

One New Zealand; Auckland; Hybrid; NZD 90,000 - 130,000; Full time

Benefits offered by this job

Southern Cross Health Insurance

Flexible Working

Lifestyle Leave

Discounts on One NZ Products and e.g. 

Parental Leave

Job summary

One New Zealand is seeking a Contact Centre Lead to shape the frontline experience for Consumer and Business segments. You will coach leaders, drive performance, and embed a customer-first culture across regional and offshore teams.

The role is hybrid, based from our Auckland Wynyard Quarter HQ, and focuses on developing people, delivering great customer outcomes, and aligning strategic goals with operational delivery.

Qualifications

• Customer centricity and delivering great experiences for customers and frontline teams.
• Proven ability to inspire, grow and empower diverse frontline leaders.
• Champions a high-performing, inclusive, service-first culture.
• Leads with resilience and agility in a fast-paced environment.
• Ability to lead through change and embed new ways of working.
• Proficiency in coaching leaders and mentoring.
• Excellent communication and regional/offshore collaboration.

Responsibilities

• Lead day-to-day operations and coach frontline leaders across Consumer and Business journeys.
• Champion a customer-first culture with service excellence programs.
• Oversee daily service performance and close capability gaps through coaching.
• Drive customer satisfaction and efficiency by meeting key service metrics.
• Ensure timely communication of initiatives and represent Voice & Messaging.
• Lead recruitment across North and South Islands and coordinate onboarding.

Skills

Customer centricity

People leadership

Cultural stewardship

Operational leadership

Change leadership

Coaching & capability development

Collaboration

Job description

One New Zealand is seeking a Contact Centre Lead to shape the frontline experience for Consumer and Business segments. You will coach leaders, drive performance, and embed a customer-first culture across regional and offshore teams.

The role is hybrid, based from our Auckland Wynyard Quarter HQ, and focuses on developing people, delivering great customer outcomes, and aligning strategic goals with operational delivery.