Team Leader Call Quality And Coaching
Vor 2 Tagen
About Plan Tracker & Plan Partners 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 and have rapidly grown to become one of Australia’s leading experts in NDIS Plan Management and Support Coordination. Role Overview We are 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 team lead role — we want a specialist who thrives on building capability, embedding coaching frameworks, and driving measurable improvements in call quality and customer experience. What You’ll 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 You’ll Bring Minimum 2+ years of 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. Our Values Embracing our value of Everyone Matters , we hold a collective commitment to foster an environment where all differences are valued and respected. Diversity & Inclusion 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. Flexibility We embrace hybrid working and welcome conversations about flexibility. 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 (contact information). All successful candidates will undergo background checks (including criminal history and ASIC checks) and an NDIS Workers Screening Check if appropriate. #J-18808-Ljbffr
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Team Leader Call Quality and Coaching
vor 2 Wochen
Melbourne, Österreich Plan Partners VollzeitPlan 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 Australia’s leading experts in NDIS Plan...
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