The Role
* Lead your Customer Service Team towards achieving team-based and individual KPI's.
* Manage administration and telephony workflows and queues via the allocation of tasks, monitoring of productivity, and amending Workforce Planning schedules as required.
* Identify changes to call and administration trends based on regular and holistic reporting.
* Provide daily, weekly and monthly reporting on administration data and identify areas for efficiency improvement.
* Manage and resolve customer escalations and complex enquiries in a timely and professional manner.
* Ensure customer and third‐party enquiries are addressed in accordance with the Plan Partners Customer Charter.
* Support the business in identifying process improvements, initiate and coordinate key operational projects.
* Review quality, error, compensation and compliance trends, assess training requirements throughout the area, and make recommendations to close knowledge gaps.
* Review and manage strategies to reduce customer exits.
Qualifications
* Minimum of 2 years' experience in a Contact Centre Team Leader role.
* High level people management skills.
* Experience managing teams to Contact Centre based KPIs.
* Experience using Amazon or similar telephony systems.
* A working knowledge of the NDIS is desirable, but not essential.
Benefits
* 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.
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 peoples, individuals from all backgrounds, including those caring for and living with a disability, LGBTQIA+ and culturally diverse applicants to apply.
Please note that all successful candidates will undergo background checks, including criminal history, ASIC checks and, if appropriate, an NDIS Workers Screening Check. 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.
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