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Manager Contact Centre Services - Wellington

Ministry of Social Development
Job Category:
Wellington - Wellington
Wellington - Wairarapa
Job Type:
Ongoing - Full Time
Posted Date:
Closing Date:
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Job Description

 Manager Contact Centre Services


  • Culture of continuous improvement
  • Influential leadership position
  • Execute National Contact Centre Strategy
  • Permanent role, Wellington


We are looking for a people leader who has an engaging and positive approach to lead our Wellington Contact Centre in this complex and fast moving operation.  You will manage a busy contact centre team of 100 who on any given day take up to 4,000 calls.  Service excellence will resonate strongly with you, and you will play a key leadership role in an integrated services response, fostering an environment where social service agencies work together to achieve positive change in the lives of people, their families/whānau and their communities through the timely and seamless delivery of client centred services.

Preference is given to those who have strategic and operational management experience in the following areas:


  • Strategic business planning, financial management and performance monitoring
  • People leadership, coaching and mentoring staff
  • Making evidence based decisions quickly balancing risks and outcomes
  • Building strong stakeholder relationship skills


The role also includes:

  • Recruitment and training of new employees
  • Performance management and providing individualised training for the existing team
  • Assisting in the completion of regular assessments 
  • Monitoring and reporting on performance at an individual and team level
  • Advancing the professional development of the team
  • Supporting MSD initiatives


This is a challenging and rewarding career with an organisation committed to the highest standards of work.

How to apply 


To apply, click the 'Apply Now' button to upload your CV and cover letter outlining your suitability for this role.  All applications must be made online. If this is not possible or if you have any queries, please contact us at


Applications close 5.00pm Sunday 28th April 2019

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