Team Leader Call Quality and Coaching

Adelaide - Australia

Monthly Salary: Not Disclosed

Posted on: 30+ days ago

Vacancies: 1 Vacancy

Job Summary

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 Australias leading experts in NDIS Plan Management and Support Coordination

Were 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 Youll 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 Youll 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 at