Team Leader Contact Centre

About UsOur ability to stand the test of time has been no coincidence. Being part of a business that’s constantly evolving, challenges us to adapt and think on our feet quickly. It’s a challenge that never ends and drives every individual in our team to make tomorrow better than today for our customers. At Qantas, we are known for our unique spirit, friendship, and can-do attitude. Working with our offshore team based in the Auckland CBD, you will feel like part of the whanau.

Job DescriptionExciting opportunity for a leadership role in a premium contact centreEnjoy the challenge of reimagining the customer experience in a fast-paced, operational environmentFull-time position, working a rotating shift roster in a hybrid working environmentThe Auckland Premium Contact Centre cares for the travel needs of more than 36 million passengers each year, assisting our customers and embodying the Spirit of Australia each and every day. As a team, we come together like no other, ensuring each other feel supported, included, and valued.

The Contact Centre Team Leader is responsible for leading and developing our frontline teams and engaging appropriate strategies to ensure a skilled and capable workforce. As a role model for Contact Centre Consultants, you will act as a mentor and coach for 10 - 15 direct reports to drive Team engagement, KPi’s, performance, attendance, capability, and competency.

You’ll have –Proven supervisory and team leadership experienceAbility to adapt to change, think quickly and work effectively under pressureExcellent written and oral communication skillsProven ability to multitask and highly effective time management skillsAbility to consolidate and apply learnings quicklyStrong interpersonal and rapport building skillsLiteracy with Contact Centre operations and metricsLeadership experience within a travel related industry desired but not essential Proficiency with MS Office, SalesForce (or similar CRM) and Airlines Reservation systems Ability to work on a rotating shift roster covering a 24/7 operationWhy Qantas? From born explorers to gifted engineers and those who like keeping people connected, you can find spirit in everyone who works at Qantas, and it's time to bring yours to ours.

If you choose to hop on board, you'll join a team of over 26,000 across the globe, where creativity, diversity, and innovation are encouraged. Bring your spirit to ours and help your future take flight. The Qantas employee benefits program offers amazing benefits that extend well beyond travel. Travel: We love to travel and you probably do too. From day one in the role, our employees enjoy heavily discounted Qantas and Jetstar flights including space available upgrades to premium cabins. Leave:

Take a well-deserved break with 4 weeks annual leave and an extra week for working shifts, plus an additional week per annum after 5 years continuous service. Holidays and Hotels: Experience a 20% discount on our already fantastic hotel and flight bundles. Additionally, Qantas and Jetstar hotel reservations are available to employees at a 20% reduced rate. KiwiSaver: We offer up to 4% employer contribution on KiwiSaverProfessional Development: We want you to feel empowered in your career journey, with the right training tools to support you.

Academy Q is our very own personal and professional development hub that gives you access to a library of self-directed online courses. You'll also be supported from day 1 with on-the-job training and coaching, as well as formal training opportunities. Health & Wellbeing: We take the health and well-being of our employees seriously, and we're proud to offer discounted health insurance, free flu vaccination, heart and skin checks, regular well-being webinars and a comprehensive employee assistance program to support you in all aspects of your life.

Qantas is an equal opportunity employer committed to providing a working environment that embraces and values diversity and inclusion. If you have any support or access requirements, we encourage you to advise us at time of application. If you’re up for achieving the impossible, register your interest and we’ll be in touch. Please note: applications will only be considered for candidates who have the right to work in New Zealand without restriction or sponsorship. Applications close: 11: 59pm (AEST) on Sunday, 10th August.