Shift Lead - 111/AMS - Wellington - 65313 - Spark

General information

Location

Wellington

Expertise

Contact Centre, Leadership

Job Level

Experienced

Employment Type

Permanent full-time

Close Date

18-Aug-2026

Ref #

65313

Description & Requirements

About Spark and our center

As New Zealand's largest telecommunications and digital services company, Spark's purpose is to help all of New Zealand win big in a digital world. We provide services to millions of New Zealanders and thousands of New Zealand businesses.
Our Customer Experience Centre in central Wellington provides two important lines of service. We are the first point of contact for all 111 emergency calls made in New Zealand, where our people provide the critical link between the public and the required emergency service. We also operate Spark's Answer Message Service, acting as a receptionist service for hundreds of businesses throughout Aotearoa.

About the role

We are looking for a capable and practical Shift Lead to provide on-site operational supervision within our Wellington center. This is a hands-on supervisory role focused on coordinating the shift, monitoring service delivery, responding to operational issues, and providing agents with immediate support when they need it.
Because our center operates 24 hours a day, seven days a week, this role works a rotating roster across morning, afternoon, and night shifts. The roster also includes weekends and public holidays. Applicants must be comfortable working across all parts of this rotation.

What you'll be responsible for

Monitoring shift performance and operational delivery, maintaining a clear view of priorities, risks, and emerging issues, and escalating concerns to the Team Leader when required.
Coordinating resources in real time and making day-to-day decisions about workflow, breaks, and coverage to meet operational demand.
Supporting service-level achievement by monitoring operational performance and taking appropriate action when results are at risk.
Providing agents with immediate operational support, including answering process queries and troubleshooting basic technology issues.
Coordinating operational escalations and working with internal teams or external stakeholders to investigate and resolve faults and service issues.
Maintaining operational standards and shift readiness by checking that systems, processes, information, and staffing arrangements are ready for effective service delivery.
Completing clear shift handovers and ensuring unresolved issues, risks, and required follow-up are accurately recorded and escalated.
Identifying practical opportunities to improve processes and service delivery, and passing recommendations to the Team Leader or appropriate teams.

What you'll bring

Experience providing operational support, shift supervision, or coordinating work in a busy service environment.
The confidence to take ownership of operational issues, make sound decisions within agreed procedures, and give clear guidance when required.
Sound judgement and the ability to remain calm, organised, and empathetic when situations are stressful or uncertain.
An analytical approach, including the ability to interpret operational information, ask the right questions, and solve problems.
Strong written and verbal communication skills, including clear handovers
The ability to work adaptably, collaboratively, and effectively across different teams and priorities.
Confidence using a range of technology, systems, and applications, with the ability to troubleshoot or coordinate support when issues arise.
A practical focus on maintaining standards and improving the way work is delivered.
Strong people skills, with the ability to build positive working relationships, adapt your communication style, and provide calm, respectful support while maintaining clear expectations.

Just as importantly, you will have

Resilience and optimism
A commitment to an inclusive and diverse workplace.
A strong sense of responsibility and the willingness to be a visible, approachable source of operational support during your shift.
A desire to make a difference by providing real help to real people throughout the motu.

Why choose us

Within Spark Business Group, we are continually looking for ways to build a more inclusive culture. Our vision is for diversity and inclusion to be embedded in our day-to-day activities, standards, and business practices. We want you to feel comfortable bringing your whole self to work.
Sustainability is a key focus for us. We are dedicated to supporting Aotearoa New Zealand's recovery and economic transformation. Equity sits at the heart of our approach, and we remain committed to working in partnership to make a positive contribution to digital equity.

Benefits

Wellbeing - comprehensive medical insurance, life and income protection, access to wellbeing coaches, EAP, and in-house specialist clinical support through our Mahi Tahi Wellness programme.
Leave - in addition to four weeks' annual leave, we offer purchased leave, enhanced parental leave support, and study leave.
Spark credit - permanent employees receive $150 monthly Spark credit to use on Spark products.
Spark share scheme - periodic opportunities to participate in our employee share scheme.
Career development - development opportunities and a wide range of career pathways across the wider Spark group.

Due to the nature and urgency of this role, we are only considering applicants who are based in New Zealand and hold permanent residency, citizenship, or a valid work visa with at least 18 months remaining. Because of the sensitive nature of the role, applicants must also be 18 years of age or older.

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