Base: $188,127 – $219,481; bonus/equity: not speci...
Not specified (may involve onsite and remote aspects due to operational requirements).
Leading large operational teams in complex environments
Contact centre management experience required
Managing high-volume service delivery operations
The Manager Customer Contact Channels role at NZTA in Wellington is a hands-on leadership position focused on overseeing a high-volume customer interaction operation. The ideal candidate will possess strong experience in operational leadership within complex environments and will be responsible for ensuring service quality while driving continuous improvement
Job Summary
This role leads a high-volume operation handling 7 million customer interactions annually across contact centres and face-to-face channels.
The position requires balancing immediate service delivery with continual improvement during seasonal peaks, incidents, and major national programmes.
Candidates will receive a competitive salary between $188,127 – $219,481, plus 5 weeks annual leave and flexible working arrangements.
Matching Summary
Match Score: 85
The Manager Customer Contact Channels role at NZTA in Wellington is a hands-on leadership position focused on overseeing a high-volume customer interaction operation. The ideal candidate will possess strong experience in operational leadership within complex environments and will be responsible for ensuring service quality while driving continuous improvement.
Salary
Base: $188,127 – $219,481; Bonus/Equity: Not specified; Benefits: 5 weeks annual leave, Income Protection, Critical Illness Insurance
Skills & Requirements
Must-have
Leading large operational teams in complex environments
Contact centre management experience required
Managing high-volume service delivery operations
Driving continuous improvement in service channels
Stakeholder management with external partners
Nice-to-have
Knowledge of Te Ao Māori and tikanga
Experience leading through frequent change
Ability to make decisions with imperfect information
Practical delivery-focused mindset
Understanding of New Zealand transport programmes
Key Requirements
Proven experience leading large operational teams
Strong background in contact centre management
Legal right to live and work in New Zealand
Work Rights
Must have legal right to live and work in New Zealand