Team Leader

6 months ago

Melbourne, Australia McMillan Shakespeare Group Full time

Team Leader - Knowledge Management and Quality Assurance

At MMS, our purpose is clear: To make a difference to people's lives. Guided by this commitment, we offer tailored solutions to clients and customers across our businesses in Australia and New Zealand. Our vision is to be your trusted partner, simplifying complexities and turning challenges into opportunities. Our diverse services - from salary packaging and fleet management to disability support - aim to enhance your financial wellbeing and empower your aspirations.

Through our subsidiaries, we offer a breadth of services and expertise designed to responsibly deliver superior long-term value to our clients and customers, which include Federal and State governments and some of the largest public and private sector, health and charitable organisations.

The focus of **the Knowledge Management and Quality Assurance Team Leader** is to provide support and guidance for a team of Knowledge Management and Quality specialist roles. They are responsible for supporting the broader operational team in delivering on customer strategies by ensuring best practices are delivered within the Knowledge space, while also providing broader guidance to the business on Quality initiatives.

The position also contributes to the improvement in operational/call centre efficiency through the identification of process improvement opportunities and where required coordinate and project manage the implementation of key projects as well as delivering insightful reporting. The role will also have significant influence over the customer experience, and its ongoing success.

Drive improvements in quality through establishing, synthesising, and uplifting the quality program across our Maxxia and RemServ call centres.

Your focus will be on making product information, processes and guidelines for our call centre staff/business accessible to everyone in MMS. You will oversee the review and enhancement of Knowledge Management (LivePro) (Database containing all processes, procedures and guidelines for the call centres at MMS) aligning the structure and language across the Maxxia and RemServ brands.

**Key Responsibilities**:
**Relationship Management**
- Build and maintain stakeholder relationships across multiple areas of MMS
- Manage stakeholder engagement
- Co-ordinate activity with various project teams to ensure the knowledge content is maintained, aligning procedural and process changes and drive internal communication of any change initiatives

**Continuous/Process Improvement**
- Identify and support the delivery of process improvements
- Communicate process changes by building and supporting for the Knowledge Management Team - making sure that we are creating the right resources
- Utilise insights from Quality Analysis to reduce errors to supporting the call centre leadership team

**Knowledge Management**
- Own and maintain the knowledge management platform (LivePro) ensuring that call centre staff are getting the best use from the platform.
- Create and chair forums with the call centre Leaders, Learning and development Team and other knowledge experts to capture any gaps
- Work with the National Complaints, Customer Support and Compliance Manager to constantly review any features on the LivePro roadmap that could support a better operational/call centre outcomes
- Develop best-practice knowledge management procedures and processes, fostering an environment where knowledge is easy to obtain and quickly shared
- Ensure feedback is captured in LivePro
- Quality Analysis
- Own and maintain the Quality Scorecard, providing customer service and technical reviews which uplift our customer outcomes/experiences
- Engage with Operational Leadership to ensure the quality program aligns with departmental initiatives
- Support and develop reports to provide actionable insights
- Regularly provide monthly and quarterly updates to key stakeholders on quality initiatives

**People Management**
- Provide strong dynamic leadership to maintain a committed and productive team

**What we can offer you**:

- Our strong people-first 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.

Job ID R6576

  • Team Leader

    6 months ago

    Melbourne, Australia Real Estate Career Developer Full time

    Results driven leader who knows how to motivate a team - Exceptional attention to details and the ability to streamline processes - A proven history of exceptional Property Management skills Join Our Elite Team as a Dynamic Team Leader in Melbourne's Inner North West! Are you a seasoned leader with a passion for real estate and a flair for inspiring...

  • Team Leader

    6 months ago

    Melbourne, Australia Brightside Recruitment Full time

    Senior Leadership Role - Melbourne Wide - Social Work **Organisaiton**: Brightside Recruitment is seeking a passionate individual is keen on making a difference to the lives of young people facing homelessness. Leading the way and making a real difference to at-risk young people's lives. **Role**: The Team Leader is responsible for the day-to-day...

  • Team Leader

    3 months ago

    Melbourne, Australia Symmetry Human Resources Group Pty Ltd Full time

    Exciting Opportunity: Become a Team Leader at Our New Contact Centre in Melbourne! Join Us on the Ground Floor! We're launching a brand-new Contact Centre in Melbourne, leading the way in Business Process Management (BPM) for Fortune 500 and FTSE 100 companies. Be part of something special from the very beginning!Role: Team LeaderDepartment: OperationsWhat...

  • Team Leader

    6 months ago

    Melbourne, Australia Probe CX Full time

    **About the Role** We have an exciting opportunity for a passionate leader to coach, manage, and support a small team of Customer Service Specialists. This role is perfect for someone who is dedicated to leading and developing teams while driving business outcomes. As the Team Leader, you will be responsible for the management of team performance and...

  • Team Leader

    1 month ago

    Melbourne, Australia Yooralla Full time

    **Job no**: 494616 **Work type**: Full - Time (Auto) **Location**: Melbourne CBD, Eastern Melbourne, Northern Melbourne, Southern Melbourne, Western Melbourne **Categories**: Occupational Therapist Position Description **Team Leader - Occupational Therapy** **Location**:Melbourne - various locations **Vacancy Type**: Permanent, Full-Time **Job reference**:...

  • Team Leader

    6 months ago

    Melbourne, Australia Dynamic Outreach Full time

    **Team Leader Position** We are Looking for **OUTGOING, FUN and HARDWORKING** Team Leader to join our growing team. **About us**: Dynamic Outreach is a growing Agency specializing in face to face fundraising. Our mission is to help charities to grow their full fundraising potential by attraction new quality donors for them. **About the role**: We are...

  • Team Leader

    7 months ago

    Melbourne, Australia Austin Health Full time

    Location: Melbourne | Northern Metropolitan Job type: Full time Organisation: Austin Health **Salary**: Salary not specified Occupation: Administration/Secretarial, Human Resources, Legal, Occupational Health and Safety Reference: 50739 - **Team Leader - Full time role ADO**: - ** Base rate + salary packaging + super + five weeks annual leave**: - **...

  • Team Leader

    4 months ago

    Melbourne, Australia Yooralla Full time

    **Job no**: 494593 **Work type**: Full - Time (Auto), Part - Time (Auto) **Location**: Eastern Melbourne, Northern Melbourne, Southern Melbourne, Western Melbourne, Various Locations, Melbourne CBD **Categories**: Psychologist **Team Leader - Specialist Behaviour Support (SBS) Practitioner** **Location**:Flexibility to work across various sites (North,...

  • Team Leader

    6 months ago

    Melbourne, Australia Western Health Full time

    Location: Melbourne | Western Metropolitan Job type: Full time Organisation: Western Health **Salary**: Salary not specified Occupation: Engineering, Facilities Management, Health and Allied Health Reference: 53438 Are you a dynamic leader with a passion for Facility Management? Are you skilled at motivating teams and ensuring operational excellence?...

  • Team Leader

    6 months ago

    Melbourne, Australia Zoom Recruitment Full time

    Join our dynamic and successful National Recruitment Agency, specialising in Temporary and Permanent Recruitment across various sectors, including Industrial, Commercial, Civil, Mining, and Construction. Recognized as a certified “great place to work,” we’ve achieved remarkable growth, servicing blue-chip companies nationwide. **About the Role**: As...

  • Team Leader

    5 months ago

    Melbourne, Australia Probe CX Full time

    At Probe CX, we're powered by passion, driven by curiosity, enriched by a purpose to do it better. We work hard and love a good challenge (or multiple). With clients spanning across the Pacific, Asia and North America, we’re no stranger to thinking big and working with innovative minds to achieve great success. We are dedicated to doing things better than...

  • Team Leader Frankston

    6 months ago

    Melbourne, Australia Ozchild Full time

    About the role - Full Time permanent position - SCHCADS level 6 $ 102,554.40 plus super and salary packaging of $ 15,900 - Ex gratia days Easter & Christmas - A unique culture promoting diversity, cultural competence and shared values We have an amazing leadership role based in our Foster Care Team South (Frankston) you do not want to miss ! In the working...

  • Team Leader

    4 weeks ago

    Melbourne, Australia Wilson Security Pty Ltd Full time

    TEAM LEADER - MELBOURNE, CBD ABOUT WILSON: As one of the largest providers of security services in Australia and New Zealand, our valued employees are supported by a highly experienced management team, industry-leading expertise and a strong local and national infrastructure operating 24 hours a day. Our vision is to be the most trusted provider of...

  • Team Leader

    6 months ago

    Melbourne, Australia AGL Energy Full time

    Join the change. Together, we’ll make history. As we keep the lights on for over four million customers and move towards a more sustainable way of life, it’s an exciting time to be at AGL. We’re re-imagining how homes and business live and work across the country and we want you to be a part of it. This moment will define our time, and your career as...

  • Team Leader

    7 months ago

    Melbourne, Australia EML Full time

    EML is a leading Workers Compensation and Personal Injury Claims Management business. Our goal is to help people get their lives back through ongoing support during their return-to-work journey. We continue to experience ongoing growth and now have over 4,000 dedicated employees. We foster a learning culture that allows for us to continually invest in our...

  • Team Leader

    1 month ago

    Melbourne, Australia Bupa Full time

    **About the opportunity**: We have an exciting opportunity for a Team Leader to join our Health Insurance Contact Centre within our Customer Service team. Our Contact Centres are a primary point of connection for Bupa Health Insurance customers and potential customers. Our Customer Service advisors engage in meaningful interactions via the voice channel....

  • Team Leader

    1 day ago

    Melbourne, Australia Probe CX Full time

    **Key Details**: - Start date: Mid January 2025 - Role Type: Full Time (38 hours per week) - Operational Hours: Monday, Tuesday, Wednesday 7am-7pm, Thursday 7am-6pm, Friday 7am-5pm plus adhoc Saturdays - Location: Onsite. Melbourne CBD **About you**: - You are a passionate and experienced Team Leader who leads by example - You have proven ability to lead...

  • Team Leader

    6 months ago

    Melbourne, Australia Kairros Full time

    **Company Description** Are you looking to make a real difference in people’s lives? Want to join a company that champions equality and delivers a unique service model built around supporting and embracing diversity. **Job Description** A day in the life of a Team Leader** Due to our continued growth in our Melbourne team, an opportunity has become...

  • Team Leader

    6 months ago

    Melbourne, Australia CitiPower and Powercor Full time

    **Team Leader - Asset Inspection**: - Melbourne, VIC, AU, 3344**About us**: We’re a team that cares about you and your community. CitiPower and Powercor own and operate the electricity distribution network providing electricity to more than 1.1 million homes and businesses across the inner and western suburbs of Melbourne, and central and western...

  • Team Leader

    6 months ago

    Melbourne, Australia EML Group Full time

    Team Leader EML is a leading **Workers Compensation** and **Personal Injury Claims Management** business. Our goal is to help people get their lives back through **ongoing support during their return-to-work journey**. We continue to experience ongoing growth and now have over **4,000 dedicated employees**. We foster a learning culture that allows for us to...