workday
Team Leader
Mmsg
Brisbane, AUS
Full-time
Mid
Hybrid
Discovered 2 weeks ago
Free
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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
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