Team Leader, Operations and Processing

About the role

Ko wai mātou - About OSPRI

OSPRI is an integrated national disease management agency and a proud part of New Zealand’s agricultural sector. We play an important part in protecting New Zealand’s biosecurity system. OSPRI currently manages three major national programmes: TBfree (directed at the eradication of bovine tuberculosis), M.bovis (OSPRI manages the Mycoplasma bovis programme under a government industry agreement) and NAIT (National Animal Identification and Tracing System).   
  
Kōrero mō te tūranga - About the role: 

Our People Strategy vision is to have the most talented people doing their best work, feeling great about being a part of OSPRI. We offer a great employee experience which aims to attract the best talent, builds the capability of our people, rewards and recognises them for their successes and gives them a strong sense of belonging. We are looking for a talented and customer focused People Leader to lead our Operations and Processing Team in the OSPRI Support Centre, a person who can see themselves bringing our People Strategy to life within the team, Support Centre, and OSPRI.  

Our Support Centre provides exemplary customer service to farmers, playing a key role in the NAIT, TBFree, and M.bovis Programmes, and to the wider biosecurity outcomes within New Zealand’s agricultural sector.  
 
We have three hard working front line teams in the OSPRI Support Centre, two focus on Inbound calls and queries, and the other, that this role will lead, focused on complex customer queries and problem solving. The team is made up of 7 bright and committed OSPRI Support Representatives who would value a People Leader who will steer them even further towards excellence in customer service, while growing them as individuals. 
  
Reporting to the Manager Support Centre, the Team Leader Operations and Processing is part of the Support Centre Leadership group. An enthusiastic and practical group of leaders with a shared continuous improvement mindset, who uphold standards of high performance in the Support Centre.  
 
Your responsibilities will include leading your team through day to day operations, resolution of complex customer queries, and continuous improvement efforts. You will also monitor and analyse the team’s performance against agreed service levels to ensure that the team are setup to succeed.  
 
Kōrero mōu - About you:

We are seeking a proactive and motivated Call Centre professional who has experience leading a team to achieve excellent customer outcomes. You will have a deep understanding of how to measure the success of call centre teams, and how to grow performance within this environment. Ideally you will have an appreciation of the agricultural sector and the experience of farming communities in New Zealand. Driven by delivering better outcomes for those we serve; you will be able to garner a team to deliver on its core purpose. This is an opportunity to lead in an impactful organisation that exists to serve New Zealand’s agricultural sector and supporting the farming community.  
 
As an experienced people leader, you will have skill in developing individuals to reach their full potential. You will be an excellent role model who actively demonstrates accountability and responsibility and can tackle challenges with care and future focus. You will have a track record of strong analytical problem-solving and creating an ecosystem of continuous improvement. 
 
You possess a collaborative working style, are a team player who works for the greater good, and an excellent coach. Your communication and presentation skills will be to a high standard, including your written abilities where you can adapt your content to suit the audience. You will be self-organised, and delivery focused, ensuring that under your leadership and guidance the Operations and Processing work is delivered to a high standard.  
 
In addition, the successful candidate will have: 

• Experience leading teams within a call centre setting
• An appreciation of the agricultural sector
• Proven experience managing multiple deadlines  
• Ability to work in a flexible, fast-paced environment and to manage ambiguity  
• A hands-on and self-managing leader who takes the initiative and is willing to get into detailed delivery as required  
• The ability to demonstrate calm and resilient leadership   
• Track record in managing performance, coaching and developing team members
• Proven experience in developing, maintaining and optimising business processes to enable effective and efficient processing
• Ability to plan and manage resources effectively and efficiently and to meet changing operational priorities
• Effective problem solver with the ability to develop and implement innovative solutions
• Excellent verbal, written and interpersonal communication skills

In return we offer:  

• A supportive and energetic team
• Interesting and exciting work
• OSPRI days – paid days of leave between Christmas and New Year
• Medical Insurance
• Critical Illness, Trauma and Lifecare Insurance
• Flexible working options
• Study Assistance
• Ability to purchase additional annual leave
• Eye care allowance
• Volunteer Day
• Wellbeing Leave
• Partners Leave for the birth or adoption of a new baby

Me pēhea te tono - How to apply:
  
To apply, please click ‘Apply for this role’ and include your cover letter and CV. Applications close at 9 am Friday, 26 July 2024. 
 
Please note: Eligibility to work in New Zealand is mandatory and this role requires a Ministry of Justice criminal history check and pre-employment drug and alcohol testing.