Performance Optimisation Manager

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

Lead Performance Where Every Second Counts!

About Us

First Rescue is a trusted provider of roadside and emergency assistance services, supporting customers across New Zealand and Australia when they need help most. As part of the wider Hub Services environment, we play an important role in connecting people, partners, and service providers through reliable, responsive, and customer-focused support.

Our focus is simple: delivering a seamless customer experience that gives people confidence in stressful or unexpected situations. Whether we are supporting a roadside breakdown, accident response, fleet partner, or corporate client, we are committed to service excellence, strong relationships, and practical solutions that keep people safe and moving.

About the role

We’re looking for an experiencedPerformance Optimisation Managerto join our team and help shape the performance, quality and customer experience of high-stakes emergency assistance and roadside operations.

This is an opportunity to play a key role in optimising how our people, processes and technology work together—ensuring customers receivefast, effective and empathetic support when they need it most.

You’ll use data, operational insight and continuous improvement expertise to drive performance across our contact centre and dispatch environment.

You will:

• Monitor and optimiseGOS, FCR, Speed to Service, AHT and abandonmentperformance.
• Analyse trends, forecast demand and identify root causes of operational challenges.
• Leadquality assurance, calibration and complianceframeworks.
• Identify opportunities to streamline workflows and improve customer and agent experiences.
• Optimise processes acrossinternal systems, IVR, AI routing and roadside dispatch networks.
• Lead initiatives to improveFirst 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.

About you

You’re an analytical and commercially minded operator who can turn complex data into clear, practical action. You remain calm when things get busy, enjoy solving problems and can influence leaders to deliver sustainable performance improvements.

You’ll ideally have:

• 3+ years’ experiencein operations performance, workforce planning, contact centre performance or a similar environment.
• Strong knowledge of operational performance, quality frameworks and relevant regulatory requirements.
• Experience withGenesys, ServiceNow/FRIMS or similar platforms.
• Advanced capability inPower BI, Tableau and/or Excel.
• A proven track record incontinuous improvement and process optimisation.
• Strong communication, leadership and stakeholder management skills.

This is more than a performance role.Every improvement you make has a direct impact on customers during some of their most stressful moments.

If you’re passionate about usingdata, technology and operational excellenceto create better outcomes for customers and high-performing teams, we’d love to hear from you.