Team Manager, Workforce Management at Accident Compensation Corporation, Otago

Mō tēnei tūranga mahi | About this role

• Are you an experienced leader with an extensive background in workforce management technology and methodologies?
• Are you passionate about service delivery and customer service?
• Dunedin or Hamilton location but we are flexible
• 12-month fixed term opportunity

With ACC, you'll be supporting people in Aotearoa to stay safe by minimising the incidence and impact of injury, as well as helping them recover from injury if an accident does happen. Join us - an organisation that grew out of bold thinking and has an enduring commitment to care for others at work, home, and play.

Are you an experienced workforce management specialist with leadership experience who is looking for an exciting new challenge? We are seeking a unique individual to join us for a 12-month fixed term opportunity within our Workforce Management function within our Contact Centre environment.

The Team Manager - Workforce Management reporting to the Manager Channel Operations, you will be responsible for leading a team of 7 workforce management specialists who are responsible for maximising the performance of our operational workforce by providing forecasting, analysis, insights and modelling. This team works closely with business leaders and delivers workforce planning and reporting to determine future service delivery requirements. You will be leading the delivery of the workforce management strategy for Chanel Operations to support a great customer experience and client outcomes.

This is a varied and busy role where no two days are the same, day to day you will be engaging with various stakeholders from across the business, including senior leaders. You will be supporting our Operation Leaders to enable them to be successful, working closely with your direct reports to support the agreed service levels and smooth running of the Customer Contact Centre.

To be successful you will need:

• Experience leading workforce management teams supporting large complex service or multi-channel service environments.
• Proven Contact Centre experience working in workforce management / technical or analyst capacity and/or operations.
• Working knowledge of Genesys Pure Engage or Pure cloud is ideal
• Expert knowledge and application of workforce management technology and methodologies.
• Strong interpersonal skills with the ability to make pragmatic decisions in complex and/or challenging situations.
• Exceptional stakeholder management with an excellent ability to manage and maintain strong relationships at various levels within an organisation.
• A passionate people leader who drives and supports a culture of continuous improvement, performance, and development.
• Adept at helping others see the connections in the work they do every day and our purpose of improving lives every day.
• Able to positively influence employee experience to build engagement.

Benefits of working at ACC:

• We offer a supportive working environment with flexible working options of up to 2 days work from home.
• The role is competitively remunerated - the midpoint of the salary band is $115k plus a further 9% superannuation.
• Friendly and collaborative leadership team with plenty of opportunities for training and growth of your career here at ACC.

Working at ACC:

We know that a diverse and inclusive team helps us meet the needs of our customers, and we welcome candidates from every ethnicity, national origin, gender identity, age, and those with a disability or who have additional mental health needs. It is important to us that people are free to be themselves at work. Here are some ways we encourage that:

• Employee networks to support our colleagues from diverse backgrounds.
• The option to explore flexible working that suits your needs and ours.
• Development opportunities in te reo Māori me ngā tikanga.

For a detailed position description click Position Description.pdf. Applications will run through to 1st July 2022, however please note that if an ideal candidate is found during this time we will move forward with screening and interviewing sooner.

Please attach your cover letter telling us why you would be a great fit and what strengths you would bring to the role. Applications can only be accepted when submitted through our ACC Career Website. If you encounter accessibility issues when submitting your application, or if you have any questions about the role, please email nadine.o'donnell@acc.co.nz.