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.
Key Responsibilities
- Lead team performance to deliver excellent service, quality, and productivity.
- Manage real‐time operations, including queues, adherence and workload balancing in partnership with Workforce Management.
- Improve call quality through structured coaching, quality assurance and regular performance feedback.
- Handle escalated customer matters with delegated authority, ensuring timely, appropriate and consistent resolution.
- Build team capability and engagement through coaching and performance management.
Qualifications
- Experience leading and coaching a team in a high‐performing contact centre environment.
- Strong problem‐solving skills to resolve issues efficiently and effectively for customers and stakeholders.
- Customer‐centric, performance‐driven leadership style.
- Analytical mindset with the ability to interpret performance data.
- Excellent communication and interpersonal skills, able to engage stakeholders at all levels.
Benefits
- Strong culture and values‐based recognition program.
- Novated leasing benefits and discounts.
- 12 weeks paid parental leave.
- Comprehensive learning and development opportunities.
- Sonder digital wellbeing platform with 24/7 personalised support; annual flu vaccinations.
- Default income protection insurance for members of the MMS Default Super Fund.
- Exempt employee share plan.
- Volunteer leave and career break.
- MMS rewards program.
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.
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.
Team Leader employer: Plan Partners
At MMS, we pride ourselves on being an exceptional employer, dedicated to making a meaningful difference in people's lives. Our strong culture is built on values that promote recognition and support, alongside comprehensive learning and development opportunities that empower our employees to grow their careers. Located in Australia and New Zealand, we offer unique benefits such as novated leasing, flexible working arrangements, and a commitment to inclusivity, ensuring that every team member feels valued and respected.
