Customer Support Team Lead
Full time
at OfficeMax New Zealand
in
Online
Posted on May 8, 2024
Job details
RE-THINK what you know about OfficeMax! Bring your CS leadership expertise & fresh perspectives to help motivate & inspire our CSR teams
- Bring your previous call centre leadership and customer centric approach
- Based at our Head Office in Highbrook, work with remote teams
- Support over 30,000 business customers across Aotearoa
- Oversee the daily workflow of the Customer Support Team to provide exceptional service support to our customers
- Manage team resourcing requirements including leave, absences, and statutory requirements to ensure continuity and adequate resourcing
- Liaise with Customer Support Manager to ensure an accurate forecasting for the year
- Ensure monthly KPI reports and any other reports are completed accurately and in a timely manner
- Drive quality interactions with customers through feedback and quality management processes
- Act as point of escalation, fixing bottlenecks, removing barriers and issues resolution
- Participate and lead process improvement initiatives
- Lead the Customer Support Team through clear team direction and purpose
- Execute onboarding, performance management, and other key People and Culture processes to a high standard
- Communicate clearly, frequently and positively to motivate the Customer Support Team to achieve goals
- Build relationships with the Sales Team and other OfficeMax departments to enable excellence in the support of Sales
- Contribute to the planning of Customer Support and/or Sales Operations strategies as required
- 3+ years Customer Support/Call Centre leadership experience
- A track record of lifting team capability
- Proven experience using Genesys Cloud is essential
- A strong commitment to customer satisfaction
- Commercial Acumen
- Understanding processes and systems
- Knowledge of CRM (Salesforce) / ERP systems
- Empathetic and adaptable interpersonal skills
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