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Randstad Logo Randstad · Call Center

Call centre manager

New Zealand, Wellington · Job Posted May 30, 2026
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Job Description

A large, well-established organisation is looking for a versatile, agile leader for a temporary contract to oversee a key customer service delivery branch. This role focuses on streamlining communication, managing daily operations, and ensuring that high-volume customer interactions are handled with consistency, empathy, and professionalism. The successful candidate will step in to lead a diverse team, focusing on maintaining high-quality outcomes, hitting performance targets, and supporting the ongoing modernisation of internal systems during this contract period.

Job Responsibility

  • Team Leadership & Culture: Oversee a mid-sized call centre team, managing immediate recruitment needs, onboarding, and providing real-time coaching and professional development
  • Queue & Channel Management: Ensure effective omni-channel management (phone, email, chat) to meet organisational service level agreements (SLAs)
  • Performance Tracking: Monitor key call centre metrics (AHT, FCR, abandonment rates) and implement agile improvement plans to enhance overall efficiency
  • Stakeholder Engagement: Work with various internal departments and external stakeholders to maintain alignment, escalate technical issues, and resolve complex customer complaints
  • Workforce Management (WFM): Use data, historical trends, and forecasting to manage rosters, handle real-time workload spikes, and maintain strict service standards

Requirements

  • Proven Experience: Demonstrated background leading, motivating, and managing performance within a fast-paced call centre or contact centre environment
  • Communication Skills: Exceptional verbal and written skills, with a knack for clear information sharing and de-escalating tense customer situations
  • Data-Driven Decision Making: Ability to interpret call centre analytics, KPIs, and customer feedback to drive continuous improvement initiatives
  • Adaptability: A high level of resilience and the ability to hit the ground running, managing simultaneous workstreams in a dynamic, temporary capacity
  • Values-Driven: A strong focus on equity, inclusion, and a collaborative approach to achieving team results

What we offer

  • Immediate Start: Great opportunity to make an instant impact and drive operational excellence
  • Modernisation Project: Opportunity to influence and support service and technology modernisation
  • Great Culture: A collaborative, supportive, and inclusive learning environment
  • Purpose-Driven Work: A rewarding role within an organisation dedicated to the wellbeing of its community
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