Service Centre Manager, Masterton

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crs
CRS Software Limited (CRS) is New Zealand’s leading provider of farm management software. They are best known for their Cashmanager Rural software, which is used by over 10,000 farmers and businesses throughout NZ and Australia and which in aggregate manage revenues in excess of $10b and estimated debt of more than $30b.
Reporting to the GM SaaS, the Service Centre Manager leads and motivates a team responsible for servicing and retaining CRS’s existing clients by ensuring they provide excellent client experiences at every touchpoint, both inbound and outbound. 
You will be tasked with leading transformation throughout the team, acting as a clear mentor, leading by example, and encouraging behaviours essential to the delivery of objectives.  You will facilitate and promote an environment of continuous improvement and will instil the appropriate balance of service and sales culture within the team to ensure services are valued by clients and create value for the organisation. 
Key to your success will be your ability leverage the insight derived from reporting, client experience monitoring and complaints resolution to deliver support to other CRS teams which results in improved outcomes in client KPIs.
This is an exceptional opportunity for an experienced service centre manager to join a growing and evolving organisation at a pivotal time in their transformation journey. 

Person Profile
Highly developed leadership capabilities with proven staff management experience
Previous contact/call centre management experience, supported by a comprehensive knowledge of contact/call centre practices, resources and systems
Committed to providing a high level of client service and skilled in coaching, mentoring and training 
Demonstrated ability to build and maintain relationships with key stakeholders, including strengths in influencing, conflict management, and negotiation
Ability to clearly convey information to management, colleagues and other teams and communicate complex ideas to suit different audiences
Anticipates the business’s needs and develops or recommends solutions that allow problems to be solved on an ongoing and long-term basis
Results oriented self-starter with a high level of motivation 
Integrity and high personal and professional standards
Relevant tertiary/professional qualification or equivalent is desirable
Applications to: Nikki Walshaw at mclaren.co.nz
Position description: Available to view at mclaren.co.nz

P: 04 499 1069
E: mcla@mclaren.co.nz

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