Team Lead, Customer Service

Budapest, Budapest, Hungary•Budapest, Hungary

Remote

Senior

Full Time

team leadcustomer servicecall centerleadershipcross-functional24x7 operations

Requirements

•Bachelor’s degree or relevant experience of at least 3 years in leading a team in a call center environment.
•Experience leading large (>15 members) and diverse teams.
•Proven experience and knowledge in effective hiring, training, coaching, and people management practices.
•Strong planning and interpersonal skills as well as process-driven and detail-oriented personality.
•Ability to work in a cross-functional environment and lead complex operational initiatives.
•Fluency in English (verbal and written).
•Enthusiastic in new technologies with a strong desire to adopt technologies to improve organization effectiveness and business processes.
•Willingness to work according to given schedule to support 24x7 operations.
•Display ownership and accountability for offering solutions to benefit customers and the business.

•Overseeing Customer Service Operations, including monitoring and reporting metrics such as customer satisfaction score, productivity, response speed, and any metric that affects the service quality.
•Ensure good quality of services and strict adherence to processes.
•Work cross-functionally with stakeholders and support teams to ensure best-in-class customer service.
•Participate in recruitment activities (screening, interviewing).
•Ensuring daily operation runs smoothly and reporting incidents to stakeholders in a timely manner.
•Provide performance monitoring of KPIs, identify trends and issues in Service quality.
•Conduct weekly/monthly performance reviews with customer service agents.
•Coordinate with the Learning & Development team to conduct ad-hoc training and/or re-training.
•Conduct process update/improvement projects and workshops.
•Communicate business updates, policy changes, and relevant information to stakeholders in a timely manner.
•Plan customer service agents' monthly schedules while managing daily shrinkages.

•Additional European language skills.
•Familiarity with cryptocurrency and/or finance-technology industry.
•Experience and flexibility working with diversified teams across global offices and time zones.
•Working knowledge of CRM tools, such as Zendesk.
•Basic computer knowledge: MacOS, Lark, Microsoft Office, and G-Suite.

•Competitive total compensation package
•Learning & Development programs and Education subsidy for employees' growth and development
•Various team building programs and company events
•Wellness and meal allowances
•Comprehensive healthcare schemes for employees and dependants