Jobs
>
Team Leader
>
Brisbane

    Team Leader - Brisbane, Australia - McMillan Shakespeare Limited

    McMillan Shakespeare Limited
    McMillan Shakespeare Limited Brisbane, Australia

    4 days ago

    Default job background
    Full time
    Description
    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.

    Please note all successful candidates will be required to undergo background checks.

  • Children, Youth Justice and Multicultural Affairs

    Team Leader

    2 days ago

    Children, Youth Justice and Multicultural Affairs Brisbane, Australia

    Targeted Vacancy · Possession of a tertiary degree relevant to the role such as social work, behavioural science or social science, criminology or other recognised degree [see the Other important information section below regarding other recognised degrees]. · Youth Justice provi ...

  • Landscape Solutions

    Team Leader

    48 minutes ago

    Landscape Solutions Brisbane, Australia

    The grass does not stop growing and neither does our business · - Dynamic company that recognises your hard work and contribution · - Attractive wages + super + bonuses + opportunities for career progression · Landscape Solutions is looking for a success-driven Team Leader to be ...

  • Landscape Solutions

    Team Leader

    49 minutes ago

    Landscape Solutions Brisbane, Australia

    The grass does not stop growing and neither does our business · - Dynamic company that recognises your hard work and contribution · - Excellent wages + super + bonuses + RDOs · Landscape Solutions is looking for a success-driven Team Leader to be responsible for overseeing the da ...

  • SMEC

    Team Leader

    1 week ago

    SMEC Brisbane, Australia

    Be part of an organisation that helps to shape our communities · - Environment where collaboration and innovation are encouraged · - Hybrid role within a flexible working environment · About SMEC · SMEC provides unique opportunities to work on iconic industry projects with experi ...

  • Australian Retirement Trust

    Team Leader

    1 week ago

    Australian Retirement Trust Brisbane, Australia

    **A fantastic opportunity exists to join our Member Technical Advice team as a Team leader - Insurance We now have a fulltime permanent vacancy.** · **Why join us?** · - State of the Art brand new office overlooking Southbank with end of trip facilities, yoga and multi faith room ...

  • Department of Social Services (DSS) of the Australian Government

    Team Leader

    5 days ago

    Department of Social Services (DSS) of the Australian Government Brisbane, Australia

    Brisbane - Townsville · **Position Description**: · We are looking for high performing, experienced leaders to fill Team Leader opportunities. Team Leaders work with the Assistant Directors to manage teams that deliver high quality administration of grants on behalf of the Depart ...

  • Corporate Administration Agency

    Team Leader

    1 week ago

    Corporate Administration Agency Brisbane, Australia

    The Team Leader (Financial Operations) is a role in which you will: · - Provide direct supervision for a small team of processors including monitoring workloads and performance, ensuring appropriate internal controls, and training of new staff · - Coordinate all transaction based ...

  • Queensland Health

    Team Leader

    2 days ago

    Queensland Health Brisbane, Australia

    About the role · - The Team Leader is responsible for the efficient leadership and management of the multi-disciplinary team within the Service Line. This role manages the daily operational requirements of the team including rostering and leave management, budget and finance, rec ...

  • Compare Club

    Team Leader

    1 week ago

    Compare Club Brisbane, Australia

    Inspire and grow your own team of Lead Generation superstars · - Base + super + uncapped earning potential = $100K OTE · - Be a hands on leader in an innovative organisation helping Aussies save money · **About Us** · **Compare Club** is a leading Australian comparison business t ...

  • McMillan Shakespeare Group

    Team Leader

    5 days ago

    McMillan Shakespeare Group Brisbane, Australia

    Team Leader - Insurance · At McMillan Shakespeare (MMS), our purpose is to make a difference to people's lives. MMS pioneered salary packaging and novated leasing in Australia. Whilst we've grown from a small, family-run business to a global, top 200 ASX-listed company, that entr ...

  • DB Schenker

    Team Leader

    49 minutes ago

    DB Schenker Brisbane, Australia

    At **DB Schenker**, you are part of a global logistics network that connects the world. A network that allows you to shape your career by encouraging you to contribute and truly make a difference. With more than 76,000 colleagues worldwide, we welcome diversity and thrive on indi ...

  • DB Schenker

    Team Leader

    6 days ago

    DB Schenker Brisbane, Australia

    We are seeking an experienced **Logistics Team Leader** to join our energetic team in **Redbank**. · This position is required to lead and oversee a team of logistics floor or administration employees to ensure orders are dispatched and work is undertaken in a thorough and timely ...

  • Foundations Recruitment AUS

    Team Leader

    1 week ago

    Foundations Recruitment AUS Brisbane, Australia

    Significant $ Opportunity - Base / Car/ Salary $100-150K (STE) + Super + Bonus · - Ideal Opportunity for Experienced Consultants Who Have the Runs on the Board and · - Long Term Established Markets - Built Environment /Govt / Power · - Significant Earning Opportunity - Base Salar ...

  • Connecting Families

    Team Leader

    1 week ago

    Connecting Families Brisbane, Australia

    **About Us** · Connect Care QLD's vision and purpose is to bring communities together to ultimately create a better life for children, adults, and families. We possess a strong belief that every individual need is of the utmost importance and our entire team is committed on deliv ...

  • Legal Aid

    Team Leader

    1 week ago

    Legal Aid Brisbane, Australia

    About Legal Aid Queensland · Legal Aid Queensland's (LAQ) vision is to be a leader in a fair justice system where people are able to understand and protect their legal rights. Our purpose is to provide quality, cost effective legal services to financially disadvantaged people thr ...

  • Department of Treaty, Aboriginal and Torres Strait Islander Partnerships, Communities and the Arts

    Team Leader

    4 days ago

    Department of Treaty, Aboriginal and Torres Strait Islander Partnerships, Communities and the Arts Brisbane, Australia

    Key duties and responsibilitiesThe Team Leader key responsibilities are: - Managing, implementing, and monitoring the delivery of accommodation support and respite services to people with an intellectual disability, ensuring high quality outcomes, consistent service provision and ...

  • Rafter Recruitment

    Team Leader

    2 days ago

    Rafter Recruitment Brisbane, Australia

    My client is a leading steel fabricator in Brisbane and is responsible for some of the most prominent buildings in South-East Queensland. We are seeking a Team Leader to lead a small team of detailers to facilitate an impressive growth plan. This is a fantastic opportunity for a ...

  • Queensland Health

    Team Leader

    4 days ago

    Queensland Health Brisbane, Australia

    Metro South Health is Australia's first digital health service and one of the largest in Queensland, with an estimated residential population of approximately one million people or 23 per cent of Queensland's population. · This is your opportunity to join the dedicated team of pr ...

  • DVConnect

    Team Leader

    2 days ago

    DVConnect Brisbane, Australia

    DVConnect is thrilled to announce that our new pilot service **VOCCR (Victims of Violent Community Crime) **is here · - Multiple full-time and part-time positions_ · - *Contracted until with the possibility of extension*_ · - Located Brisbane CBD_ · About us · - DVConnect is a le ...

  • Gallagher

    Team Leader

    1 week ago

    Gallagher Brisbane, Australia

    About Us: · Step into the world of Gallagher Bassett, where risk management becomes a canvas of possibilities. Join our growing team of dedicated professionals who guide those in need to the best possible outcomes for their health and wellbeing. As a steward of trust, you'll be p ...