Team Leader Call Quality

2 weeks ago

Melbourne, Victoria, Australia McMillan Shakespeare (MMSG) Full time $80,000 - $120,000 per year

Plan Tracker and Plan Partners are Plan Management and Support Coordination providers supporting NDIS participants around the country. As part of McMillan Shakespeare Group, we have delivered these services to people living with a disability since October 2016 and since then we have rapidly grown to become one of Australia's leading experts in NDIS Plan Management and Support Coordination

We're looking for an
experienced and passionate Call Quality & Coaching Team Leader
to take ownership of lifting service standards across our Customer Care team. This is not a generic TL role — we want a specialist who thrives on building capability, embedding coaching frameworks, and driving measurable improvements in call quality and customer experience.

What You'll Do

  • Lead and inspire a team with a strong focus on coaching and quality assurance
  • Design and deliver coaching programs that raise capability and performance standards
  • Analyse call quality data to identify trends, training gaps, and opportunities for improvement
  • Partner with stakeholders to embed best practice and ensure compliance
  • Build a culture where agents are supported, motivated, and accountable

What You'll Bring

  • Minimum 2+ years' leadership experience in a contact centre (essential)
  • Proven expertise in call quality frameworks and coaching methodologies
  • Strong analytical skills with the ability to translate insights into action
  • Outstanding communication, feedback, and mentoring ability
  • A genuine passion for developing people and lifting performance standards

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

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 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 peoples 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

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