Team Leader
Making 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’s how you will make a difference in this role… This role is responsible for successfully managing and leading a team of Customer Service Advisors, managing real-time demand and driving service, quality and productivity outcomes. As the Team Leader you will be accountable for team performance through the provision of coaching, development and performance management. You will embed consistent customer experience, complaint handling practices and 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, quality and productivity outcomes. Managing real time operations including queues, adherence and workload balancing in partnership with Workforce Management. Improving call quality through structured coaching, quality assurance and regular performance feedback Managing escalated customer matters with delegated authority, ensuring timely, appropriate and consistent resolution Building team capability and engagement through coaching and performance management To be considered for this role you will have the following: Experience leading and coaching a team in a high performing contact centre environment Strong problem solving skills 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 interpret performance data A high level of communication and interpersonal skills and the ability to engage with stakeholders 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 opportunities to support your career growth· Sonder digital wellbeing platform, providing personalised support 24/7, plus annual flu vaccinations· Default Income Protection Insurance reimbursed for members of the MMS Default Super Fund· Exempt Employee Sh...