Team Leader

12 hours ago

Gosford, Australia McMillan Shakespeare Full time

Join a fast-paced role that commits to helping people within the disability industry.

Drawing on your experience working in a frontline telephony environment you will provide support and guidance to the team as well as managing administration, telephony workflows and queues via the allocation of tasks, monitoring of productivity and amending of Workforce Planning schedules as required.

Your knowledge and experience in customer service excellence will assist in driving positive outcomes for NDIS Participants to meet their goals and drive a culture of effective and efficient problem solving in a complex industry.

Working closely with the Head of Operations and Customer Service Operations Manager, you will provide technical support, coaching and guidance to the team, as well as identify, communicate and recommend business processes for continuous improvement in the Plan Partners service delivery.

The Role- Lead your Customer Service Team towards achieving team based and individual KPI's- Manage administration and telephony workflows and queues via the allocation of tasks, monitoring of productivity as required- Identify changes to call and administration trends based on regular and holistic reporting- Provide daily, weekly and monthly reporting administration data and identify areas for efficiency improvement- Manage and resolve customer escalations and complex enquiries in a timely and professional manner- Ensure customer and third-party enquiries are addressed in accordance with the Plan Partners Customer Charter- Support the business in identifying process improvements, initiatives and coordinate and manage the implementation of key operational projects- Regularly review quality, error, compensation and compliance trends and assess training requirements throughout the area and make recommendations to close and knowledge gaps- Review and manage strategies to reduce customer exits

You will bring:
- Minimum of 2 years’ experience in a call centre Team Leader role- High level people management skills- Experience managing teams to call centre based KPIs- Experience using Genesys telephony systems, or similar software- A working knowledge of the NDIS would be desirable, but not essential

What we can offer you:
- Novated leasing benefits and discounts- 12 weeks paid parental leave and access to our Parents Portal- 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

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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