Hybrid Call Center Performance Lead

nib Group; Auckland; Hybrid; NZD 120,000 - 150,000; Full time

Benefits offered by this job

Free health, life, income protection

Hybrid work environment

generously paid leave and parental/16

Job summary

nib Group is seeking a people-focused leader to inspire, coach and develop high-performing teams while delivering an exceptional customer experience. Experience in a Call Centre or Insurance environment is highly desired, with a strong grasp of contact centre best practices.

The role emphasizes balancing customer outcomes with team performance and operational efficiency, in a hybrid work setting with NZ-wide collaboration.

Qualifications

• Proven experience in a customer service environment.
• Understanding of contact centre best practices is highly desired.
• Demonstrated ability to coach and develop high-performing teams.
• Strong administrative and detail-oriented mindset.

Responsibilities

• Lead and inspire a customer service team to deliver exceptional experiences.
• Coach, develop and onboard team members for peak performance.
• Balance customer outcomes with operational efficiency and quality.
• Collaborate with cross-functional partners to improve processes.

Skills

People leadership

Customer service orientation

Analytical skills

Time management

Organisational skills

Integrity

Strategic coaching

Tools

Microsoft Word

Microsoft Excel

Microsoft PowerPoint

Job description

nib Group is seeking a people-focused leader to inspire, coach and develop high-performing teams while delivering an exceptional customer experience. Experience in a Call Centre or Insurance environment is highly desired, with a strong grasp of contact centre best practices.

The role emphasizes balancing customer outcomes with team performance and operational efficiency, in a hybrid work setting with NZ-wide collaboration.