Customer Support Team Lead — 24/7 Ops & Performance Coach

ECL Group

Wellington

On-site

NZD 90,000 - 130,000

Full time

6 days ago

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Job summary

ECL Group in Wellington is seeking an experienced people leader to head our Customer Support team. You will drive performance, customer experience and operational excellence in a fast-paced, 24/7 environment.

You’ll coach and develop frontline supervisors, manage shifts and rosters, monitor SLAs and escalate issues, partnering with stakeholders to deliver seamless service across all shifts while upholding our safety and environment commitments.

Qualifications

Experience leading or supervising teams in customer support or contact centre.
Experience in a 24/7 operational environment.
Proven track record of coaching high-performing teams.
Strong customer service skills and escalation handling.
Excellent communication and relationship-building abilities.
Outstanding rostering and time management.
Calm under pressure with sound decision-making.
Familiarity with ITIL practices is a plus.

Responsibilities

Lead, coach and develop the Customer Support team.
Conduct regular 1:1s, performance reviews and quality monitoring.
Monitor service delivery and ensure customer SLAs are achieved.
Manage shift coverage, workforce planning and roster adherence.
Act as the first point of escalation for customer issues and complaints.
Drive a positive, high-performing team culture aligned with ECL's values.
Monitor operational performance and identify improvement opportunities.
Collaborate with Team Leads and stakeholders to ensure seamless service across shifts.
Provide reporting, insights and recommendations to support performance.
Champion health, safety, wellbeing and environmental commitments.