Customer Care Team Leader

At TOMRA we are committed to creating smarter more sustainable ways of working that help enable a world without waste. As our Global Business Services (SSC Serbia) organization continues to grow we are looking for a Customer Care Team Leader to help build and lead a strong customer support operation for our European markets.

In this role you will lead a team of Customer Care Specialists support their development and ensure high-quality reliable customer service across markets. You will focus on team performance customer satisfaction operational efficiency and continuous improvement while working closely with Service Operations Field Service Product Support Market Organizations and Digital teams.

What You Will Be Doing

• Lead coach and develop a team of Customer Care Specialists creating a supportive environment where people can perform learn and grow.
• Drive daily operational performance including SLA compliance response and resolution times first-contact resolution remote resolution customer satisfaction productivity and quality.
• Plan staffing and shift schedules to ensure reliable coverage across operating hours and European markets.
• Support a remote-first service approach by improving troubleshooting case ownership preventive actions and collaboration with technical and service teams.
• Identify recurring issues lead improvement actions and contribute to Customer Care projects process improvements automation and digitalization initiatives.
• Act as a trusted operational partner for internal stakeholders supporting clear communication issue resolution and alignment across functions.

Qualifications :

What We Are Looking For

• 35 years of experience in Customer Care Technical Support Service Operations Contact Center Shared Services or a similar operational environment.
• Previous experience leading people in an operational or customer support setting.
• Experience with workforce planning shift scheduling KPI follow-up and performance improvement.
• Good understanding of customer care processes escalation handling remote troubleshooting and service management.
• Experience working with CRM or case management systems; Dynamics 365 experience is preferred.
• Strong English communication skills and confidence working with colleagues and stakeholders across different markets.

Additional Information :

Why Join TOMRA

This is a unique opportunity to join TOMRA at a pivotal stage of growth and transformation. Youll have the chance to influence how Shared Services digital systems and governance frameworks are developed and deployed across multiple European markets. 

At TOMRA you will find:

• A purpose-driven company focused on sustainability and resource recovery.
• The opportunity to lead impactful European transformation projects.
• Exposure to a broad range of systems stakeholders and business functions.
• A collaborative international environment where ideas and improvements are welcomed.
• Significant scope to shape processes ways of working and future operating models.

If youre passionate about project delivery digital transformation process improvement and helping organizations scale successfully wed love to hear from you.

At TOMRA your work has real impact and your ideas help shape a better future.
Learn more about life at TOMRA!

What do you get from joining TOMRA

• Opportunity for career development 
• A unique chance to be an important part of taking our business growth in Europe to the next level 
• Work in a collaborative and innovative environment.

Ready to grow your career with purpose

Please apply by sending us your CV a few words about yourself and why you are interested in the position and joining TOMRA. Please write this in the field Message to Hiring Team.

Applications are continually assessed so we encourage you to apply at the earliest.

TOMRA does not differentiate on the basis of gender race or ethnicity religion colour sexual orientation or identity disability age or other protected statuses as given by applicable law. We are committed to creating a diverse and inclusive environment and are proud to be an equal opportunity employer.

Remote Work :

No

Employment Type :

Full-time