Customer Care Operations Lead

TribeRecruit New Zealand; Auckland; On-site; NZD 58,000 - 74,000; Full time

Benefits offered by this job

Free onsite parking

ASAP start

Job summary

Jora New Zealand is seeking a skilled customer care leader to guide a team through a period of change and ensure continuity of service. You will oversee daily operations, reporting and workforce planning, partnering with internal and offshore teams to maintain service delivery.

The role offers a 2-3 month temporary assignment with ASAP start, based in Northcote, NZ, and onsite parking. Strong leadership and Excel, with Salesforce/Genesys experience, are highly valued.

Qualifications

• Leadership experience within customer care or contact centre operations.
• Strong reporting, workforce planning and operational capability.
• Confident Excel skills; Salesforce and Genesys experience preferred.
• Customer-centric, caring and supportive leadership style.
• Ability to quickly get up to speed in a changing environment.

Responsibilities

• Lead and support a customer care team through a period of change.
• Oversee day-to-day operations, reporting and workforce planning.
• Ensure a smooth handover and continuity across the customer care function.
• Partner with internal and offshore teams to maintain service delivery.

Skills

Leadership

Reporting

Workforce planning

Customer-centric leadership

Adaptability

Excel

Tools

Salesforce

Genesys

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 and support a customer care team through a period of change
• Oversee day-to-day operations, reporting and workforce planning
• Ensure a smooth handover and continuity across the customer care function
• Partner with internal and offshore teams to maintain service delivery

About the Opportunity

• Lead and support a customer care team through a period of change
• Oversee day-to-day operations, reporting and workforce planning
• Ensure a smooth handover and continuity across the customer care function
• Partner with internal and offshore teams to maintain service delivery

What You'll Bring

• Leadership experience within customer care or contact centre operations
• Strong reporting, workforce planning and operational capability
• Confident Excel skills; Salesforce and Genesys experience preferred
• Customer-centric, caring and supportive leadership style
• Ability to quickly get up to speed in a changing environment

What's on Offer

• $48 per hour + 8% holiday pay
• Initial 2-3 month temporary assignment
• ASAP start, ideally by the end of August
• Monday to Friday with flexible start and finish times
• Northcote location with free onsite parking

To apply for this vacancy, you MUST be a New Zealand citizen, resident, or have already secured the right to work in New Zealand and therefore hold a valid visa.