Supervisors/Team Leaders (Call Centre & Customer Service)Contact Centre Team LeaderPacific Radiology (part of RHCNZ Medical Imaging, comprising of Pacific Radiology, Bay Radiology and Auckland Radiology) is New Zealand's leading radiology services provider, providing imaging, reporting and contract services within New Zealand. We're proudly New Zealand owned and operated and our focus is on providing world-class radiology, delivered locally.We offer our people a competitive salary with an excellent work / life balance, generous leave entitlements including 5 weeks annual leave, 5 days domestic leave and 10 days sick leave each year (pro-rated for part time) and wellbeing initiatives including Southern Cross health insurance, flu jabs, EAP and more.We are looking for a Contact Centre Team Leader who will contribute to the success of Pacific Radiology by leading and managing a team of Bookings Specialists to exceed patient and referrer expectations.In this role your work day will include:Leading the Contact Centre Team to ensure a consistent delivery of service to all customersMonitoring and ensuring timely and effective resolution of customer complaints and issuesManaging the Referral Waitlist and Appointment CalendarWorking collaboratively with the Clinical teams to meet agreed targetsIdentifying opportunities for improvement to patient and referrer experienceParticipate on the working roster and assist with delivering patient care as and when required.Building and contributing to a positive and achievement focused culture across the teamYou will be able to demonstrate the following:Proven experience in leading and managing a customer service teamProven ability to lead coach and develop team members in new skills and behaviorsAbility to measure and manage performance through development plans and feedbackAbility to multitask with communications of the team and other stakeholdersKnowledge of call centre technologies including IVR, routing, performance measurement and recording toolsConfident using Microsoft OfficeKnowledge of medical funding desirable.So, if you are interested in being considered for this role, please submit your CV and accompanying covering letter.Applications for this role close 18 April 2024.Your application will include the following questions:Which of the following statements best describes your right to work in New Zealand?How many years' experience do you have as a Contact Centre Team Leader?Have you worked in a call centre before?Do you have customer service experience?How many years of people management experience do you have?Which of the following Microsoft Office products are you experienced with?Report this job advert Don't provide your bank or credit card details when applying for jobs.#J-18808-Ljbffr
