Manager Call Centre

  • Company:
    Govt NZ Jobs
  • Location:
  • Salary:
    negotiable / month
  • Job type:
  • Posted:
    5 months ago
  • Category:
    Govt Jobs
  • Job Type:
  • Category: Management/Leadership
  • Location: Wellington
  • Date Advertised: 04-NOV-19
  • Job Reference: NZQA/1991OPCI
  • Job Title: Manager Call Centre
  • Business Unit:
  • Division:
  • Summary:


Call Centre Manager at NZQA

Do you love fast-paced, deep and diverse work? Are you a customer-focussed empathetic person? Do you have experience bringing people on a journey of change? Have you worked in a Contact Centre before and understand the issues, opportunities and challenges that come with it? Are you technology-savvy and can not only pick up new technology yourself, but also coach and mentor others?

The New Zealand Qualifications Authority is looking for a dynamic Call Centre Manager who can lead change in the Call Centre while also ensuring delivery of operations to established service levels.

We’ll need you to bring your energy, analytical grunt, creativity, ability to work at speed, grit and perseverance, along with the following:

  • Familiarity and experience in contemporary contact centre methodologies
  • Experience working in or leading change for contact centres
  • Strong analytical skills – in particular, quantitative analysis
  • Influencing skills and ability to bring people within and outside the Call Centre on a journey
  • Experience working with business owner0s and senior managers
  • Ability to manage issues (technical or business), incidents and escalations within Contact Centre
  • End to end ownership / stewardship of contact centre channels – whether they sit within the Call Centre or with other teams across the organisation.

If you think you can bring the above, then we can provide you a great place to work with the right challenges to help you grow. 


NZQA is accountable for managing the New Zealand Qualifications Framework, administering the secondary school assessment system, independent quality assurance of non-university education providers, qualifications recognition and standard setting for some specified unit standards.   

NZQA has a goal to be a Te Reo Māori learning organisation by 2020.

For more information about this role please refer to the job description, NZQA’s Customer Charter and Organisational Values

If you would like to discuss further, please call Prashant Bakshi on +64 21 210 2615

Applications close at 5.00 pm on 11 November 2019