Senior Director, Contact Centre Strategy & Growth

MoleMap NZ Ltd.; Auckland; On-site; NZD 140,000 - 190,000; Full time

Job summary

MoleMap NZ Ltd. is seeking a Contact Centre Manager to lead the NZ/Australia contact centre operations. This senior role requires strategic oversight and hands-on leadership of a diverse team, including the Team Lead and staff across inbound, outbound and administration functions.

You will partner with Marketing, IT and clinical teams to optimise systems, processes and the patient journey. The successful candidate will drive accountability, performance and a culture of continuous improvement,

Qualifications

• Bachelor-level degree or higher in a related field.
• Experience leading a contact centre or customer service function.

Responsibilities

• Lead the contact centre's performance, ensuring efficiency and high-quality patient experience.
• Drive workforce planning, rostering, and budget management to meet targets.
• Collaborate with Marketing, IT and Clinical teams to optimise systems and processes.

Skills

Leadership

Strategic thinking

Data-driven decision-making

Forecasting

Stakeholder management

Education

Bachelor's degree in Business Administration or related

Tools

CRM platforms

Contact centre telephony

Microsoft 365

Job description

MoleMap NZ Ltd. is seeking a Contact Centre Manager to lead the NZ/Australia contact centre operations. This senior role requires strategic oversight and hands-on leadership of a diverse team, including the Team Lead and staff across inbound, outbound and administration functions.

You will partner with Marketing, IT and clinical teams to optimise systems, processes and the patient journey. The successful candidate will drive accountability, performance and a culture of continuous improvement,