20d ago , from MMSG McMillan Shakespeare GroupMaking a difference isn't just our purpose, it's what motivates our people every day.
For us, work is not about ticking a box.
It's about knowing that it matters.
We make a meaningful difference every day by making it easier for our customers to focus on what matters in their lives.Here'show you will make a difference in this role...This roleis responsible forsuccessfully managing and leading ateam of CustomerServiceAdvisors,managing real-timedemandand driving service,qualityand productivityoutcomes.As theTeam Leaderyou will beaccountableforteam performancethrough the provision of coaching,developmentandperformance management.You will embed consistent customerexperience,complaint handlingpracticesand continuous improvement.At MMS clear expectations help our people Be the Difference.
Your key responsibilities in this role will include:Leading team performance to deliver strong service,qualityand productivity outcomes.Managingreal timeoperations including queues, adherence and workload balancingin partnership with Workforce Management.Improvingcallquality throughstructured coaching, qualityassuranceand regular performance feedbackManaging escalated customer matters with delegated authority, ensuringtimely,appropriateand consistent resolutionBuilding team capability and engagement through coachingandperformance managementTo be considered for this role you will have the following:Experience leading and coaching a team in a high performing contact centreenvironmentStrongproblem solvingskills ensuring issues are efficiently and effectively resolved to the satisfaction of the customer/ stakeholder.Analytical mindset and the ability to interpretperformance dataA high levelofcommunication and interpersonal skillsand the ability to engage withstakeholders at all levelsWhat we can offer you:Strong culture and the support of a values-based recognition programNovated leasing benefits and discounts12 weeks paid parental leaveComprehensive learning and development opportunitiesto support your career growthSonder digital wellbeing platform, providing personalised support 24/7, plus annual flu vaccinationsDefault Income Protection Insurancereimbursed for members of the MMS Default Super FundExempt Employee Share PlanEmbracing our value ofEveryone Matterswe hold a collective commitment to foster an setting where all differences are valued and respected.We encourage individuals from all backgrounds including Aboriginal and Torres Strait Islander peoples, those caring for someone or living with a disability, LGBTQIA+ and culturally diverse applicants to apply.We value the skills and attributes veterans can bring to our organisation.We embrace hybrid working and welcome conversations about flexibility.Please note all successful candidates will undergo background checks (including criminal history and ASIC checks) and an NDIS Workers Screening Check if appropriate.
All information provided will be treated confidentially.We acknowledge Aboriginal and Torres Strait Islander people as the Traditional Custodians of the lands where we live, learn and work.If you identify as a person living with disability and require adjustments to our recruitment process, please contact us ******
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