Manager, Contact Centre

Manager, Contact Centre

• Be part of our Customer Experience and Analytics Team!
• Permanent, full time
• Based in Wellington Central

Whakatairangatia nga kete o te matauranga ki te ao marama! E te tai whakarunga, e te tai whakararo - nau piki mai, nau kake mai ki te Mana Tohu Matauranga o Aotearoa.

May the baskets of knowledge (education) be brought into the world of light. We welcome one and all to join us at the New Zealand Qualifications Authority.

At NZQA, our Contact Centre plays a critical role in shaping customers' experience with NZQA. We're looking for a people-centric leader who understands how the right technology, processes, and culture come together to deliver great customer experiences.

This role is ideal for someone who genuinely enjoys leading people, coaching performance, and using modern contact centre tools and insights to achieve better outcomes for both customers and staff.

Mo te turanga | About the role

As Manager, Contact Centre, you are responsible for the day-to-day leadership and performance of NZQA's frontline customer contact operations across phone, email, chat, and chatbot channels.

You will lead a small, capable team of 10-15 customer service representatives and one supervisor, creating an environment where people feel supported, engaged, and empowered to deliver quality service. You will also own our Contact Centre technologies, customer feedback channels, and operational processes, working closely with internal partners to continuously improve how we serve our customers.

This is a hands-on leadership role that combines people leadership, operational oversight, and thoughtful use of technology to drive better outcomes.

What we are looking for

We are seeking an experienced people leader with 3-5 years' experience in a Contact Centre environment, including at least two years in a leadership role. You are someone who builds trust quickly, leads with empathy, and enjoys helping others grow. You are also comfortable working with systems, data, and digital tools.

You understand that technology doesn't replace people, it enables them. You enjoy using insights, tools, and improvements to make work easier, smarter, and more effective for your people.

He ahei au | What you'll bring to the role

You will bring a balance of strong people leadership and practical technological understanding:

• Experience leading and developing contact centre teams, with the ability to manage operational outcomes in a fastpaced environment
• A strong sense of ownership and accountability for contact centre performance, with a positive and resilient "rollupyoursleeves" attitude
• Experience working with contact centre systems, digital channels, and performance data to improve customer and team outcomes
• Experience driving continuous improvement and leading change including new tools, processes, or ways of working
• A customer-first mindset that shapes how you lead, prioritise, and make decisions

This role offers a dynamic environment where you will play a crucial role in driving our team's success, ensuring that we meet and exceed our service standards. If this sounds like you, tell us in your cover letter what makes you a good fit.

Nga Painga o NZQA | Why choose NZQA

Join NZQA and help lift quality and trust across Aotearoa New Zealand's education system through world-class assessment, quality assurance and qualifications . We are passionate about ensuring learners' achievements are recognised, allowing people to fully participate in employment, society and their communities.

NZQA is committed to lifelong learning and the diverse communities we serve. We welcome people from all backgrounds and provide a supportive environment for Maori and Pacific staff, including active networks that help guide and strengthen our strategic direction.

Discover more about what we offer: NZQA Staff Benefits.

Pehea te tono mai | How to apply

For more information about this role and NZQA please refer to the job description, NZQA's Customer Charter and Organisational Values. If you are applying/viewing through Seek, please click `apply now' to access these links.

If you would like to discuss further, please contact Vipin Kumar at ***email_hidden*** or (04) 460 7361

To apply, please include your CV and cover letter, prior to or latest by 5.00 pm, 26 June 2026.

You must have the right to live and work in Aotearoa New Zealand to apply for this role.

NZQA is committed to developing a diverse workforce and an inclusive workplace. We provide equal employment opportunities and welcome applications from everyone who can meet the requirements of the role.