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McMillan Shakespeare Group
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…
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About the 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 Share Plan
· Volunteer leave & Career break
· MMS Rewards program
Embracing our value of Everyone Matters we 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 mmsgrouprecruitment@mmsg.com.au
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