Customer Support Area Lead
Customer Support Area Lead
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Job Description
Your mission is to lead our Business support team in both Tallinn & Budapest. As the Area Lead of CS Business Operations you will manage a team of Senior Leads while cooperating with our outsourcing teams as well as the various CS support functions like Training WFM QA and more.
This role will give you the opportunity to focus on the following areas:
KPIs
- Responsible for ensuring the actual KPIs are within target for their team. These KPIs are defined based on the actual business requirements (Agent Performance Metrics) and can be - but are not solely - Speed Rank Schedule Adherence Quality score Escalation rate & escalation accuracy Utilisation (shift share) CSAT.
Operations
Ensure that assigned part of the region has good level customer service and meet KPIs
Identify opportunities for area performance improvement ensures actionable and impactful plans via planning process
Ensure agents and leads have access to needed resources from supporting teams
Validating forecast data
Review and set operational goals for their area
Ensure area goals are linked to strategic goals.
People management
Support CS Senior Team Lead engagement and motivation
Ensure the Senior Team Leads equipped with all the necessary tools trainings and support to perform their daily people management and operational tasks
Lead interviews with leads or senior leads and makes hiring decisions communicates job expectations during hiring process
Provide effective feedback via regular 1-1s biyearly GrowWise; propose compensation changes for senior leads approve compensation changes for agents
Support senior leaders in setting actionable goals that enable their growth in Wise.
Relationship management
Working with Global Service Delivery Team Workforce Management and Scheduling Team Vendor Management Team and the Product Team to plan the required resource aligned with business objectives and service levels
Depending on the focus (Growth or Scale) develop and ensure smooth communication to deliver on assigned strategic targets.
Budgeting
Responsible for the team budget in the assigned location.
Audit/Regulatory compliance
Accountable for ensuring full regulatory compliance and legal requirements.
Qualifications :
Youve got a proven track record as a People Lead in Customer Service or a customer-facing Operations team leading a team of more than 40 people & managing team leads Snr Team Leads
Youre passionate about customer experience youre data driven and can dive into numbers and understand a variety of dashboards data sets.
Youre detail oriented and willing to dive into the nitty gritty details of a process
Youre a self-starter. With a proven track record of taking individual ownership and responsibilities beyond your main daily duties youve got a radar for finding areas of improvement and then you get things done
Youre an exceptional communicator. Nothing falls through the cracks with your cross-team communication and listening skills youre a master presenter and youre calm and comfortable when either giving or receiving feedback
Additional Information :
Salary: 3650 - 4550 EUR Gross Monthly
For everyone everywhere. Were people building money without borders without judgement or prejudice too. We believe teams are strongest when they are diverse equitable and inclusive.
Were proud to have a truly international team and we celebrate our differences.
Inclusive teams help us live our values and make sure every Wiser feels respected empowered to contribute towards our mission and able to progress in their careers.
If you want to find out more about what its like to work at Wise visit .
Keep up to date with life at Wise by following us on LinkedIn and Instagram.
Remote Work :
No
Employment Type :
Full-time
Employment Type
Full-time
