Job Description

The Team Leader is responsible for successfully managing and leading a team of Customer Service Advisors, driving real-time demand and achieving strong service, quality and productivity outcomes.

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Key Responsibilities

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- Lead team performance to deliver excellent service, quality, and productivity.
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- Manage real‐time operations, including queues, adherence and workload balancing in partnership with Workforce Management.
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- Improve call quality through structured coaching, quality assurance and regular performance feedback.
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- Handle escalated customer matters with delegated authority, ensuring timely, appropriate and consistent resolution.
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- Build team capability and engagement through coaching and performance management.
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Qualifications

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- Experience leading and coaching a team in a high‐performing contact centre environment.
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- Strong problem‐solving skills to resolve issues efficiently and effectively for customers and stakeholders.
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- Customer‐centric, performance‐driven leadership style.
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- Analytical mindset with the ability to interpret performance data.
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- Excellent communication and interpersonal skills,



able to engage stakeholders at all levels.
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Advantages

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- Strong culture and values‐based recognition program.
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- Novated leasing benefits and discounts.
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- 12 weeks paid parental leave.
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- Comprehensive learning and development opportunities.
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- Sonder digital wellbeing platform with 24/7 personalised support; annual flu vaccinations.
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- Default income protection insurance for members of the MMS Default Super Fund.
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- Exempt employee share plan.
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- Volunteer leave and career break.
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- MMS rewards program.
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We embrace an inclusive environment where everyone matters. We encourage individuals from all backgrounds, including Aboriginal and Torres Strait Islander peoples, LGBTQIA+, culturally diverse applicants, caregivers, people with disabilities, and veterans, to apply.

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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.

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📌 Team Leader (Queensland)
🏢 Plan Partners
📍 Queensland