Performance Lead Customer Care

nib Group; Auckland; Hybrid; NZD 120,000 - 180,000; Full time

Benefits offered by this job

Health insurance

Life insurance

Hybrid work

Generous leave policy

Job summary

nib Group is seeking a Performance Lead to shape a high-performing Customer Care team in Auckland. You will coach, perform workforce planning and lead performance initiatives to deliver exceptional outcomes for customers.

You will align team performance with organisational goals, using data-driven insights to continually improve the customer experience and efficiency of operations.

Qualifications

• Proven experience leading large contact centre teams.
• Strong coaching and capability development skills.
• Experience using data to drive performance improvements.

Responsibilities

• Lead a high-performing Customer Care team to deliver exceptional service.
• Coach and develop staff, implement workforce planning and performance metrics.
• Drive continuous improvement and customer-first outcomes.
• Align team performance with organisational goals and strategies.

Skills

Coaching

People development

Workforce management

Data-driven decision making

Leadership

Customer experience

Job description

As a Performance Lead, you'll play a key role in shaping a high-performing Customer Care team. Through coaching, capability development, workforce planning and performance leadership, you'll empower Customer Care Consultants to deliver exceptional service and meaningful outcomes for our customers.

You'll lead with purpose, aligning team performance to organisational goals while continuously improving the customer experience through smarter, more effective ways of working.

About you | Ko Wai Koe

You're an experienced contact centre leader who thrives on developing people and building high-performing teams. Through effective coaching, performance leadership and workforce management, you'll help create an environment where both employees and customers succeed.

Using data-driven insights and a strong understanding of contact centre operations, you drive continuous improvement, optimise performance and deliver exceptional customer experiences.

Here at nib, we pride ourselves on our innovative and passionate approach in offering Kiwis affordable, world-class health and life insurance.

We believe in "challenging the status quo" and admire the diversity of thought and seek out people with an intrinsic need to make the world a better place. Health and wellbeing go hand in hand with our 'future state' strategy. (success is not achieved alone) - you will be joining a collaborative, innovative and driven team with the following benefits:

• Free health, life, income protection insurance + discounts for family members
• Hybrid work environment: work from home and the office
• Join a supportive and dedicated team where you can develop and enhance your career
• An exceptionally generous leave policy including 22 days annual leave, cultural leave, 18 weeks fully paid parental leave for all parents
• Short term incentive programmes

Diversity, equity and inclusion | Te kanorau me te whakaurunga

We embrace an inclusive working environment. We are LGBTQIA+, disability and neurodiverse inclusive, and welcome people from diverse backgrounds aiming to create a work environment where employee differences such as age, culture, nationality, accessibility, and education are valued to reflect the diversity of the communities in which we operate.

Our hybrid working model provides our employees with the flexibility to work from one of our office Hubs and from home based on what works best for them and their team. We make a commitment to come together with purpose and are excited to share moments that matter with one another.

Our Hubs are purpose built to support focused work, connection, and collaboration with peers. We provide a new starter benefit as well as ongoing financial support to set up and maintain a functioning home workspace. At nib, we're committed to creating a flexible working environment where you're free to be you.

All your information will be kept confidential according to EEO guidelines. Successful applicants will be required to complete a background check (including criminal history check) prior to commencement of employment.