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 on-going 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 real-time 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 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.