Customer Experience & Operations Manager

Monster Group; Wellington; On-site; NZD 80,000 - 120,000; Full time

Job summary

A leading company in New Zealand is seeking a Customer Experience & Operations Manager to oversee a high-performing team in their contact center. This role combines strategic leadership with operational execution and requires extensive experience in call center environments. The ideal candidate will drive team performance, optimize workflows, and enhance customer interactions, making a significant impact on the organization’s success.

Qualifications

• 6–10 years’ experience in call center leadership roles.
• Proven ability to lead customer service, outbound sales, and QA teams.
• Strong understanding of call center metrics and coaching methodologies.

Responsibilities

• Manage, coach, and develop team leads and agents across CS, Sales & QA.
• Drive employee engagement and retention through leadership.
• Analyze performance data to identify trends and areas for improvement.

Skills

Leadership

Analytical Skills

Communication

Performance Management

Problem Solving

Tools

ZOHO Suite

8x8

Job description

Customer Experience & Operations Manager

Wellington, New Zealand | Posted on 07/02/2025

At Monster Group, we believe in empowering customers through simplicity, clarity, and service that saves time, money, and confusion. As a fast-growing, multi-brand organization with global reach — including Electricity Monster, Internet Monster, and Solar Monster — our Philippines contact center is at the heart of everything we do.

We’re now looking for a Customer Experience & Operations Manager to lead this high-performing team. This is a pivotal role, one that blends strategic oversight with hands-on leadership across our sales, customer service, and quality assurance areas.

Key Responsibilities

Manage, coach, and develop team leads, supervisors, and agents across CS, Sales & QA

Foster a performance-driven and customer-obsessed team culture within our PH Operation

Drive employee engagement and retention through leadership, recognition, and support

Play a pivotal role in hiring, onboarding, and L&D in partnership with HR and Talent Acquisition

Operational Execution

Ensure teams meet or exceed daily, weekly, and monthly KPIs

Continuously optimize operational workflows for, conversion rates and call quality

Lead and scale SOPs across Sales, Support, and QA with strong compliance alignment

Customer Experience & Strategy

Serve as the operational voice in customer journey improvement efforts

Partner with Marketing and Tech to drive process automation, CRM enhancements, and self-service initiatives

Analytics & Reporting

Analyze performance data to identify trends, root causes, and improvement opportunities

Prepare and present operational performance updates to senior leadership

Lead continuous improvement projects with measurable business impact

Cross-Functional Collaboration

Work with global teams (NZ, UK, SA) to align on sales scripts, service messaging, compliance, and training

Ensure quality and brand consistency across all touchpoints

Support implementation of new technologies, tools, and customer platforms

Requirements

6–10 years’ experience in call center leadership roles, preferably in performance-driven, fast-scaling environments

Proven ability to lead teams across customer service, outbound sales, and QA functions

Strong understanding of call center metrics, workforce planning, coaching methodologies, and QA frameworks

Hands-on familiarity with CRMs, dialers, and QA tools (e.g. ZOHO Suite, 8x8 etc)

Strong analytical skills with a data-led mindset for decision-making

Excellent communicator with the ability to lead in high-pressure environments

Passion for service, people, and process excellence

Ability to work remotely

At Monster Group, we don’t just hire, we build futures. From humble beginnings in 2015 helping Australians save on their energy bills, we’ve grown into a category-leading player in the energy, telco, and solar space. But our biggest strength? Our people.

We’ve created a culture that’s performance-driven but people-first, high-growth but down-to-earth, and full of real opportunity. You’ll join a passionate team where your ideas are valued, your experience is respected, and your success is celebrated.