Service Operations Team Lead
Service Operations Team Lead
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Job Description
Are you ready to lead a dynamic team and make a real impact in a fast-paced ever-evolving environment Were looking for a proactive and motivated Service Operations Team Lead to support our Assistant Manager and empower our frontline heroes delivering exceptional support across our ecosystem.
What Youll Do:
Be the go-to person on the floor assisting agents with their questions and challenges to keep operations running smoothly.
Help coordinate scheduling leave approvals and overtime planning ensuring the team stays balanced and motivated.
Handle misconduct cases alongside our Employee and Labour Relations experts maintaining a positive and fair workplace.
Keep our internal processes sharp by updating SOPs and reference materials whenever changes arise.
Lead the way in onboarding new agents setting them up for success from day one.
Collaborate with relevant teams for seamless offboarding when agents move on.
Run daily huddles that energize and align the team.
Support performance reviews and probation confirmations helping agents grow and thrive.
Gather agent feedback on technical issues and work with other teams to find effective solutions.
Train both new hires and seasoned agents on SOPs processes and best practices.
Monitor case queues and take proactive steps to ensure timely resolution.
Drive operational improvements and assist with key projects to boost overall performance.
Participate in weekly and monthly calls with local stakeholders to review progress and share insights.
Build strong cross-department relationships to resolve issues quickly and efficiently.
Track KPIs and analyze trends providing senior management with actionable insights and recommendations.
Prepare clear impactful reports and dashboards for leadership.
Support senior management in rolling out exciting new initiatives.
Qualifications :
At least a High School Diploma or equivalent (Diploma preferred).
2-3 years of experience in a contact center environment with a minimum of 1 year as a senior agent or team supervisor.
Fluent English skills (speaking reading writing) and proficiency in the local market language.
Intermediate knowledge of Google Suite or Microsoft Office tools.
Familiarity with CRM platforms.
Strong analytical mindset with the ability to interpret data and spot trends.
Excellent coordination skills to keep the team aligned and motivated.
Fast learner adaptable to change and new processes.
Outstanding communication and interpersonal skills.
- Willingness to work rotational shifts including nights weekends and public holidays.
Additional Information :
Your Benefits:
Modern dog-friendly office in Budapests Haller Gardens easy to reach even by bike!
Hybrid work option (2-3 days in the office per week).
International good vibe strong corporate background a secure & inspiring place to grow.
From day one: life accident & health insurance (MetLife).
SZP-card & Medicare health package.
foodora PRO & vouchers tasty meals even in the home office.
Mental health support & relaxing office massages.
In-house English lessons LinkedIn Learning access.
Extra days off AYCM partnership & all tools provided.
Social impact matters: we support 6 charities and you can join in!
Ready to step up and lead a team that makes a difference every day Apply now and be part of our journey!
Remote Work :
No
Employment Type :
Full-time
Employment Type
Full-time
