Team Leader
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Job Summary
This roleis responsible forsuccessfully managing and leading ateam of CustomerServiceAdvisorsmanaging real-timedemandand driving servicequalityand productivityoutcomes.
As theTeam Leaderyou will beaccountableforteam performancethrough the provision of coachingdevelopmentandperformance will embed consistent customerexperiencecomplaint 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 servicequalityand productivity outcomes.
Managingreal timeoperations including queues adherence and workload balancingin partnership with Workforce Management.
Improvingcallquality throughstructured coaching qualityassuranceand regular performance feedback
Managing escalated customer matters with delegated authority ensuringtimelyappropriateand consistent resolution
Building team capability and engagement through coachingandperformance management
To be considered for this role you will have the following:
Experience leading and coaching a team in a high performing contact centreenvironment
Strongproblem solvingskills ensuring issues are efficiently and effectively resolved to the satisfaction of the customer/ stakeholder.
Customer centric performance driven leadership
Analytical mindset and the ability to interpretperformance data
A high levelofcommunication and interpersonal skillsand the ability to engage withstakeholders at all levels
What we can offer you:
Strong culture and the support of a values-based recognition program
Novated leasing benefits and discounts
12 weeks paid parental leave
Comprehensive learning and development opportunitiesto support your career growth
Sonder digital wellbeing platform providing personalised support 24/7 plus annual flu vaccinations
Default Income Protection Insurancereimbursed for members of the MMS Default Super Fund
Exempt Employee Share Plan
Volunteer leave & Career break
MMS Rewards program
Embracing our value ofEveryone Matterswe hold a collective commitment to foster an environment 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 at
Required Experience:
Manager
