Call Centre Manager

A Large Format Retail business is seeking to employ a Call Centre Manager(Customer Service Manager) to manage their inhouse call centre. The Customer Service Manager is responsible for leading the daily operations of Trade Depot’s customer service function, ensuring an outstanding experience for every customer across all service channels. This role is central to building and maintaining a high-performing team, optimising processes, and aligning customer service delivery with the company’s operational and strategic goals. The Customer Service Manager will oversee both local and offshore service operations to ensure consistent quality, responsiveness, and brand integrity. Key Responsibilities

1. Leadership and Team Development Lead, coach, and develop a team of customer service representatives to achieve operational and service excellence. Conduct regular performance reviews, team meetings, and coaching sessions. Promote a culture of accountability, collaboration, and customer focus. Identify skill gaps and deliver training to support employee growth and retention.

2. Operational Management Oversee day-to-day operations of the customer service centre, including call, email, and digital support channels. Monitor and manage KPIs such as response time, first contact resolution, and customer satisfaction scores. Ensure adequate resource planning, roster management, and workflow allocation. Implement and maintain standard operating procedures (SOPs) to ensure efficiency and consistency.

3. Customer Experience and Escalation Management Act as the escalation point for complex or sensitive customer issues. Collaborate with internal departments — including warehouse, logistics, and IT — to resolve service challenges. Identify recurring issues and develop long-term solutions to improve the customer journey. Drive a customer-first culture across all service interactions.

4. Process and System Improvement Analyse customer feedback and service data to identify improvement opportunities. Partner with IT and Operations to optimise CRM tools and implement automation or self-service enhancements. Streamline workflows and processes to improve response times and service quality. Report on service performance and recommend strategies for continuous improvement.

5. Collaboration and Offshore Support Management Liaise with offshore call centre partners to align service delivery standards and performance expectations. Monitor offshore KPIs and ensure service quality matches local operations. Maintain strong communication and collaboration between local and offshore teams.

Key Skills and Attributes Proven leadership experience in managing customer service or contact centre teams. Excellent communication, interpersonal, and coaching skills. Strong analytical and problem-solving abilities. Ability to thrive in a fast-paced, high-volume environment. Proficiency in CRM systems, call centre platforms, and Microsoft Office tools. Strong organisational and time management skills. Collaborative mindset with the ability to work cross-functionally.

Qualifications and Experience Must have minimum 3–5 years of experience in a customer service management or supervisory role from a call centre environment Demonstrated success in managing KPIs and driving team performance. Experience working with offshore or outsourced customer service teams is an advantage. Relevant tertiary qualification in business, management, or a related field preferred. Eligible to work full-time in New Zealand Must have own reliable transport, a full or restricted driver licence required Must be able to pass MOJ check - no convictions