Team Leader - Operations

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.

This is an opportunity for a 12 month contract.

Here’s how you will make a difference in this role…

This role is responsible for successfully managing and leading a team of Customer Care Advisors towards the achievement of KPI objectives. Along with the management of real-time queues, the Team Leader is responsible for the professional development of their teams through the provision of coaching, staff training and performance management. 

The position also contributes to the improvement in operational efficiency through the identification of process improvement opportunities and where required coordinate and project manage the implementation of key projects. 

At MMS clear expectations help our people Be the Difference.  Your key responsibilities in this role will include:

• Manage a team towards achieving team based and individual KPIs (including operational, customer service and where applicable sales metrics) and behaviours, conducting one on one and team meetings to assist in the development of a high performing team. 

• Manage workflow and real time queues via the allocation of tasks, monitoring of productivity/QA and amending of Workforce Planning schedules as required. 

• Manage escalated and complex customer queries ensuring resolution in a timely manner 

• Conduct customer service quality assessments and provide feedback to team members.

To be considered for this role you will have the following: 

• Exceptional people management and development skills including performance management 

• Strong problem solving skills ensuring issues are efficiently and effectively resolved to the satisfaction of the customer/ stakeholder. 

• Demonstrated commitment to customer service and continuous improvement  

• Excellent time management skills with the ability to multi-task and prioritise tasks according to strict timelines 

• A high level of communication and interpersonal skills 

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 [email protected]