Performance Optimisation Manager

Lead Performance Where Every Second Counts!

About Us

First Rescue is a trusted provider of roadside and emergency assistance services, supporting customers across New Zealand and Australia when they need help most. As part of the wider Hub Services environment, we play an important role in connecting people, partners, and service providers through reliable, responsive, and customer-focused support.

Our focus is simple: delivering a seamless customer experience that gives people confidence in stressful or unexpected situations. Whether we are supporting a roadside breakdown, accident response, fleet partner, or corporate client, we are committed to service excellence, strong relationships, and practical solutions that keep people safe and moving.

About the role

We’re looking for an experienced Performance Optimisation Manager to join our team and help shape the performance, quality and customer experience of high-stakes emergency assistance and roadside operations.

This is an opportunity to play a key role in optimising how our people, processes and technology work together—ensuring customers receive fast, effective and empathetic support when they need it most.

You’ll use data, operational insight and continuous improvement expertise to drive performance across our contact centre and dispatch environment.

You will:

• Monitor and optimise GOS, FCR, Speed to Service, AHT and abandonment performance.
• Analyse trends, forecast demand and identify root causes of operational challenges.
• Lead quality assurance, calibration and compliance frameworks.
• Identify opportunities to streamline workflows and improve customer and agent experiences.
• Optimise processes across internal systems, IVR, AI routing and roadside dispatch networks.
• Lead initiatives to improve First Contact Resolution and customer experience.
• Develop skills metrics, training plans and performance improvement initiatives with Team Leaders.
• Support new product and client onboarding, knowledge management and operational change.

About you

You’re an analytical and commercially minded operator who can turn complex data into clear, practical action. You remain calm when things get busy, enjoy solving problems and can influence leaders to deliver sustainable performance improvements.

You’ll ideally have:

• 3+ years’ experience in operations performance, workforce planning, contact centre performance or a similar environment.
• Strong knowledge of operational performance, quality frameworks and relevant regulatory requirements.
• Experience with Genesys, ServiceNow/FRIMS or similar platforms.
• Advanced capability in Power BI, Tableau and/or Excel.
• A proven track record in continuous improvement and process optimisation.
• Strong communication, leadership and stakeholder management skills.

Why join us?

This is more than a performance role. Every improvement you make has a direct impact on customers during some of their most stressful moments.

If you’re passionate about using data, technology and operational excellence to create better outcomes for customers and high-performing teams, we’d love to hear from you.

Apply now and help us make a difference when it matters most.