Team Manager

Who is Comensura?

Comensura Pty Ltd is a Managed Service Specialist in the field of temporary workforce provision across the public, private and not for profit sectors. While not a recruitment agency, our market leading solution focuses on the procurement of a strong supply chain for temporary workers, consultants and other people-based areas of expenditure.

Our company delivers value to clients by implementing order management systems, delivering direct cost savings, process efficiencies and reducing employment risk.

About the role

Report to: Head of Service Experience and Systems

Location: Sydney

The primary requirement of the Team Manager is to drive the performance of the Customer Service Centre by effective day to day management. Whilst you will be primarily responsible for your own team you will need to work very closely with your peers to achieve consistency across the entire Customer Service Centre (CSC).

Key Responsibilities of the role

  • Development of CSC individual, team targets and quality metrics that support the achievement of the CSC Objectives and KPI’s (internal and external)
  • Act as escalation point for the Service Centre and other operational teams, assisting in complex problem resolution, to include but not limited to:
  • service complaints
  • audit escalation matters
  • liaising with the technology team to address system related issues
  • liaising with the supply chain manager to resolve complex supplier queries
  • liaising with the relationship manager to resolve complex customer queries
  • Drive the team to deliver targets, objectives and KPI’s on a daily, weekly and monthly basis
  • Precise, skills-based roster development and resource-planning to ensure maximum occupancy according to business need (hourly, daily, weekly)
  • KPI monitoring on areas such as fulfilment and call and email response metrics. To ensure that clearly defined process is followed and any amendments to the process’s are mapped and signed off with due consideration to the overall client contract
  • Ensure order volumes are maintained at healthy levels and work with the Head of Service Experience and Systems to implement strategies to reduce where necessary
  • Development of CSC individual, team targets and quality metrics that support the achievement of the CSC Objectives and KPI’s (internal and external)Develop process and procedures for the CSC within their area of responsibility
  • Encourage and develop the performance of the team by a variety of methods including role modelling behaviours, mentoring, coaching, knowledge sharing and more formal training methods where appropriate
  • Conduct Quarterly and annual performance reviews
  • Develop and lead induction programs
  • Managing team attendance and performance and conduct and take remedial action where required
  • Run regular reports and assist in analysing data to identify account trends and issues
  • Act in an advisory capacity to team members when appropriate
  • Work with all operational teams to ensure account updates are appropriately cascaded and any internal service issues are appropriately raised with the customer and/or suppliers
  • Develop and implement initiatives that support the continuous improvement of the CSC
  • Deputise for the Head of Service Experience and Systems in his or her absence.

Skills, Knowledge & Experience

  • Experience of supervising a team
  • Strong interpersonal, verbal & written communication skills
  • Strong listening and questioning skills
  • A good understanding of what it takes to maintain and develop the most productive client relationships in a service environment
  • Experience of managing projects, co-ordinating teams, developing timetables and setting deadlines in order to achieve mutual goals and objectives
  • The ability to resolve customer escalations
  • Excellent organisational and time management skills
  • Ability to create and maintain accurate / accessible and organised documentation
  • Ability to target and identify issues and to pre-empt wherever possible with workable and sustainable solutions
  • Excellent report-writing and analytical skills
  • Experience working and managing data within MS Excel
  • Proficient in MS Office

 Competencies required

  • Hands on approach to problem solving; identifying issues and using initiative and available resources to facilitate solutions
  • An ability to identify clients key business objectives and tailor appropriate solutions
  • Strong motivation and a positive approach to researching and analysing new business opportunities
  • Ability to cope with conflicting demands and to prioritise tasks and activities appropriately
  • A positive attitude to dealing with people in difficult and demanding situations
  • Adaptable approach to working both as an individual remotely but also as a team
  • Flexibility around working hours
  • Ability to define and follow quality assurance and operational processes

    All duties to be carried out in line with the Comensura Values and Behaviours.