Team Leader

2 weeks ago

Brisbane, Queensland, Australia McMillan Shakespeare Full time

RemServ is a leading provider of salary packaging administration services in Queensland and part of the McMillan Shakespeare Group (MMSG).

We've offered salary packaging and novated leasing services for more than two decades, helping our customers to do more with their money.


The main focus of the Client Establishment Team Leader is to successfully manage and develop a team of sales consultants responsible for contacting and servicing prospective clients in order to achieve and exceed their personal goals/KPIs, contributing to the growth of the RemServ Salary Packaging business.


In addition, the Team Leader is responsible for maintaining service delivery in a timely manner and championing effective sales techniques and portfolio management.


KEY RESPONSIBILITIES

  • Lead the Client Establishment Consultants, clearly communicating business and team direction and modelling desirable behaviours in all attitudes and behaviours.
  • Coach staff to improve performance against KPIs (quality service, staff productivity, sales and behavioural attributes), including conducting ongoing remote call coaching in line with call management standards.
  • Conduct one on one feedback sessions with staff at least monthly to provide clear and effective feedback in relation to strengths and improvement opportunities with identifying training & coaching needs where required.
  • Ensure that service levels and sales results are maximised and that the team provides excellent and consistent service to RemServ customers.
  • Participate and help manage team incentives intended to increase sales and/or team morale.
  • Assist with identifying training needs and coordinate appropriate training to support these needs.
  • Continually review and identify improvements in processes, systems and communications in line with customer feedback and operational excellence.

To be considered for the role:

  • Preferably 2 years' experience in people management, including the delivery of staff feedback and coaching staff for improvement in relation to formal KPIs
  • Experience in the preparation and management of personal development plans for staff
  • Experience in the realtime management of inbound call queues, including strategies for maximising peak periods and maintaining staff focus
  • Proven track record in developing and improving staff performance in an inbound call centre and/or sales environment
  • Strong call management skills and experience in call monitoring
  • Good knowledge of inbound call centre metrics, including service levelbased metrics as well as staff efficiency indicators
  • Good knowledge of techniques for effectively coaching staff and delivering performance feedback.

What we can offer you:

  • Our strong peoplefirst culture
  • Flexible/hybrid working to enhance your work/life balance
  • Novated lease benefits and discounts 12 weeks Paid Parental leave and access to our Parents Portal
  • Exempt Employee Share Plan
  • Paid Income Protection Insurance under MMSG default Super plan
  • Access to a broad range of learning and development programs
  • Career break and volunteering leave
  • Access to Employee Assistance Program and annual Flu vaccination
  • Lifestyle Rewards program


As an employer who embraces Diversity, Equity & Inclusion, we hold a collective commitment to foster an environment where all differences are valued and respected.

We encourage Aboriginal and Torres Strait Islander people, individuals from all backgrounds, including those caring for and living with disability to apply.

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