Team Leader - Brisbane, Australia - McMillan Shakespeare

McMillan Shakespeare

Verified Company

Brisbane, Australia

1 week ago

Posted by:

Olivia Brown

beBee Recruiter

Description

RemServ is part of the McMillan Shakespeare Group an ASX listed financial services organisation.

We're experts in salary packaging and novated lease administration, Fringe Benefits Tax management, motor vehicle finance, insurance and fleet management.

Employing over 1,300 staff nationwide, we provide our people with extensive support and training, foster a culture of ongoing career development and pride ourselves on the opportunities for internal, cross-brand career progression.

The main focus of the Team Leader role is to successfully manage team members to achieve and exceed their personal goals/KPIs and the broader objectives of the team and the Customer Service Centre.

This involves reporting on staff performance, providing on-going performance feedback, coaching (including call coaching), ensuring that appropriate training is delivered, conducting formal appraisals and approving and administering staff leave.

Maximising call centre service levels for customers through real-time service level management.

This includes awareness of required and forecasted resource levels, monitoring and responding to real-time service level conditions, managing schedule adherence and administering and developing the peak call response plan.

KEY RESPONSIBILITIES

Lead a team of customer service consultants, clearly communicating business and team direction and modelling desirable behaviours in all attitudes and behaviours
Motivate staff to achieve KPI/Service Levels
Coach staff to improve performance against KPIs (quality service, staff productivity and behavioural attributes), including conducting ongoing remote call coaching in line with call management standards
Develop staff capability and promote staff retention by wherever possible, providing access and exposure to new challenges and opportunities
Ensure that service levels are maximised and that the call centre team provides excellent and consist service to RemServ customers
Constantly monitor Adherence data by interval, to understand staff movements, call arrival patterns and telephone service level.
Assist with escalated calls, customer complaints and quality issues

To be considered for this role you will have:

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 knowledge strategies for maximising peak call response and maintaining staff focus
The ability to organise time well and manage multiple tasks to deadlines.
The ability to analyse and interpret complex information to make decisions.
The ability to use initiative to decide a course of action.

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.