Team Leader Operations

This is an opportunity for a 12 month contract.

Heres how you will make a difference in this role

This roleis responsible forsuccessfully managing and leading ateam of Customer Care Advisors towards the achievement of KPI with the management of real-time queues the Team Leaderis responsible forthe professional development of their teams through the provision of coachingstafftrainingand performance management.

The position also contributes to the improvement in operational efficiency through the identification of process improvement opportunitiesand where requiredcoordinate and projectmanagethe implementation of key projects.

At MMS clear expectations help our people Be the Difference. Your key responsibilities in this role will include:

• Manage a team towards achieving team based and individual KPIs(including operational customer service andwhere applicablesales metrics) and behavioursconductingone on one and team meetings toassistin the development of a high performing team.

• Manage workflow and real time queues via the allocation of tasksmonitoringof productivity/QA and amending of Workforce Planning schedules asrequired.

• Manage escalated and complex customer queries ensuring resolutionin a timely manner

• Conduct customer service quality assessments and provide feedback to team members.

To be considered for this role you will have the following:

• Exceptional people management and development skills including performance management

• Strongproblem solvingskills ensuring issues are efficiently and effectively resolved to the satisfaction of the customer/ stakeholder.

• Demonstrated commitment to customer service and continuous improvement

• Excellent time management skills with the ability to multi-task and prioritise tasks according to strict timelines

• A high levelofcommunication and interpersonal skills

What we can offer you:

Strong culture and the support of a values-based recognition program

Novated leasing benefits and discounts

12 weeks paid parental leave

Comprehensive learning and development opportunitiesto support your career growth

Sonder digital wellbeing platform providing personalised support 24/7 plus annual flu vaccinations

Default Income Protection Insurancereimbursed for members of the MMS Default Super Fund

Exempt Employee Share Plan

Volunteer leave & Career break

MMS Rewards program

Embracing our value ofEveryone Matterswe 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 value the skills and attributes veterans can bring to our organisation.

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 people 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 at