Impactful Performance Optimisation Lead

Aotearoa New Zealand Association of Social Workers; Maungakiekie-Tāmaki; On-site; NZD 120,000 - 150,000; Full time

Job summary

First Rescue is seeking an experienced Performance Optimisation Manager to shape performance, quality and customer experience across emergency assistance and roadside operations. You will drive improvements by turning data into practical actions, influencing leaders and delivering fast, empathetic support in high-stakes situations.

You will monitor key metrics, lead QA and calibration, and collaborate with teams to streamline workflows, deploy new technologies and enhance First Contact

Qualifications

• 3+ years’ experience in operations performance, workforce planning or contact centre performance.
• Strong knowledge of operational performance, quality frameworks and regulatory requirements.
• Experience with Genesys, ServiceNow/FRIMS or similar platforms.
• Advanced capability in Power BI, Tableau and/or Excel.
• Proven track record in continuous improvement and process optimisation.
• Strong communication, leadership and stakeholder management skills.

Responsibilities

• Monitor and optimise GOS, FCR, Speed to Service, AHT and abandonment performance.
• Analyze trends, forecast demand and identify root causes of operational challenges.
• Lead quality assurance, calibration and compliance frameworks.
• Identify opportunities to streamline workflows and improve customer and agent experiences.
• Optimise processes across internal systems, IVR, AI routing and roadside dispatch networks.
• Lead initiatives to improve First Contact Resolution and customer experience.
• Develop skills metrics, training plans and performance improvement initiatives with Team Leaders.
• Support new product and client onboarding, knowledge management and operational change.

Skills

Analytical thinking

Stakeholder management

Leadership

Problem solving

Communication

Tools

Genesys

ServiceNow/FRIMS

Power BI

Tableau

Excel

Job description

First Rescue is seeking an experienced Performance Optimisation Manager to shape performance, quality and customer experience across emergency assistance and roadside operations. You will drive improvements by turning data into practical actions, influencing leaders and delivering fast, empathetic support in high-stakes situations.

You will monitor key metrics, lead QA and calibration, and collaborate with teams to streamline workflows, deploy new technologies and enhance First Contact