Team Leader - Operations
HybridBrisbane, Queensland, Australia
Brisbane, Queensland, AustraliaHybridFull TimeFINANCELarge
Full TimeLargeFINANCE
Job Summary
Manage a team of Customer Care Advisors toward achieving KPI objectives, including operational, customer service, and sales metrics. Conduct one-on-one and team meetings to drive performance, while monitoring real-time queues, allocating tasks, and adjusting workforce schedules. Resolve escalated complex customer queries and lead process improvement projects to enhance operational efficiency. Deliver professional development through coaching, staff training, and quality assessments. This 12-month contract role at the McMillan Shakespeare Group supports a values-based culture with hybrid working options.
Required Qualifications
- Exceptional people management and development skills including performance management
- Strong problem solving skills 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 level of communication and interpersonal skills
- Exceptional people management and development skills including performance management
- Strong problem solving skills 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 level of communication and interpersonal skills
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