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AMS/111 Call Centre - Shift Supervisor

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 is responsible for providing two important lines of service.  We are the first point of contact for all 111 emergency calls made in New Zealand, where our agents provide the critical link between the New Zealand Public and the required Emergency Service.  We also operate Spark’s Answer Message Service, where our agents act in a receptionist role for hundreds of businesses throughout New Zealand.

We are now on the lookout for the right person to help lead our centre by joining our team of on-site supervisors in Wellington, with employment to begin from approximately 13 January 2025.

Are you an analytical thinker who can ask the right questions to investigate and solve problems? Can you remain calm and display empathy when interacting with people in stressful situations, both over the phone and in person? Are you passionate about training, coaching, and helping your colleagues improve? Are you interested in developing your skills as a leader? Then you may be who we're looking for.

Please note that due to the nature of this role, you must work from the office and will regularly work weekend, evening and overnight shifts.

The Site Partners have responsibilities which include:

• Assisting agents with their queries and troubleshooting basic I.T. issues
• Investigating and resolving faults with external stakeholders
• Forecasting staffing needs and finding cover as required
• Assessing call quality through call observations and coaching
• Assisting with recruitment and training for new agents
• Interacting with new clients to develop their answering services
• Helping to design, develop and implement improvements to the centre

The Site Partner role has been designed to provide multiple development opportunities to those who join the team, with several paths you can follow to expand and improve your skills. Former Site Partners have moved into roles as diverse as human resources, communication, project management and team leadership.

If you have experience with:

• Peer coaching or leadership
• Working adaptably, collaboratively and effectively
• Written and verbal communication
• Using a variety of apps and technology

And have:

• A sense of humour, a high level of resiliency, and optimism
• A preference for a diverse workplace
• A desire to make a difference by providing real help to real people throughout the motu

Then we'd love to hear from you!

WHY CHOOSE US:  

Diversity and Inclusion: Te Kanorau me te Whakawhāiti mai 

Within Spark Business Group, we are constantly looking for ways to build a more inclusive culture.  Our vision is for diversity and inclusion to be “how things are done at Spark”, embedded into our day-to-day activities, standards, and business practices.  We want you to feel totally comfortable bringing your whole self to work regardless of your gender, ethnicity, orientation, age, or ability.  

Sustainability: Toitū

Sustainability is a key focus for us.  We are dedicated to supporting Aotearoa New Zealand’s recovery and economic transformation.  The principle of equity is at the very heart of our approach, and we remain committed to working in partnership to make a positive contribution to digital equity in line with our focus on Diversity and Inclusion. 

Benefits: Awhina

Our people matter and we make sure we look after them.  As a valued employee of Spark, we’ve got our people covered with a range of leading benefits including: 

• Wellbeing – comprehensive medical insurance, life, and income protection.  Access to wellbeing coaches, EAP, and in-house Specialist Clinical support through our leading 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 – we provide permanent employees with $120 monthly Spark credit to use on any of our amazing products.
• Spark Share scheme – periodically we offer the opportunity to buy into our share scheme. 
• Career development – Development opportunities with countless career pathways within the wider Spark group

Due to the nature and urgency of this role, we are only considering applicants that are based in New Zealand with permanent residency, citizenship, or a valid work visa (with at least 18 months remaining).