Ideal Candidate
- Experience in building processes and service standards, coordinating team work.
- Fluency in English (Advanced level speaking and writing).
- Prior experience leading a team of support agents in a fast paced, high-workload environment (6+ direct reports).
- Experience in building a cohesive team.
- Proactivity.
- People skills.
- Stress resistance, service orientation, planning and organization skills.
- Decision making ability.
- Knowledge of financial markets would be an advantage.
Job Description
The role of Customer Service Team Lead is to ensure achievement of goals and key performance indicators of the team, and ensuring processes are running smoothly within the department (implementation, adjustment, changes, explanation to agents.
Duties and Responsibilities :
Salary & Benefits:
Duties and Responsibilities :
- Provide recommendations for improving work processes (quality, efficiency, speed).
- Collaborate and involve employees of related departments on product improvement matters.
- Collect and monitor analytics and statistics to track department progress and share with related departments.
- Monitor the achievement of key department metrics.
- Calculate KPIs and bonuses.
- Conduct scheduled departmental meetings (group and personal).
- Approve and adjust the schedule, vacation calendar.
- Train the existing team and new employees to provide the best possible customer experience.
- Serve as an escalation point for complex cases.
- Analyze and structure data on user requests to customer support.
Salary & Benefits:
- Competitive fixed salary
- Salary payment: last working day of the current month
- Annual leave: 21 paid vacation days
- Daily catered hot lunch
- Free coffee, tea, snacks, and fruit
- Modern, comfortable office environment
- Team building activities and corporate events
- Rotating access to parking spaces
- After probation period: Private medical insurance
Company Description
Great people drive great goals. And that’s about our team—open, ambitious, and dedicated. At Altocere, we empower businesses by providing full-cycle technical assistance for their financial operations. Our daily work implies managing customer requests and ensuring our clients get quick and effective services. So, the heart of our work is helping people 24/7.
We care about every member, giving a fair salary, a cosy office, and professional development support. Getting started with us is easy, as we offer onboarding training that helps you learn everything step by step. Last but not least, we avoid working overtime. Reach out to us and learn more about how you can grow with us.
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