Customer Support Area Lead

Wise is a global technology company, building the best way to move and manage the world’s money.

Min fees. Max ease. Full speed.

Whether people and businesses are sending money to another country, spending abroad, or making and receiving international payments, Wise is on a mission to make their lives easier and save them money.

As part of our team, you will be helping us create an entirely new network for the world's money.

For everyone, everywhere.

More about our mission and what we offer.

Your mission is to lead our Business support team in Tallinn, Budapest & where other HC is potentially located (e.g. HYD, Manilla etc). 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.

• You’ve 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

• You’re passionate about customer experience, you’re data driven and can dive into numbers and understand a variety of dashboards, data sets. 

• You’re detail oriented, and willing to dive into the nitty gritty details of a process 

• You’re a self-starter. With a proven track record of taking individual ownership and responsibilities beyond your main daily duties, you’ve got a radar for finding areas of improvement and then you get things done

• You’re an exceptional communicator. Nothing falls through the cracks with your cross-team communication and listening skills, you’re a master presenter, and you’re calm and comfortable when either giving or receiving feedback

For everyone, everywhere. We're people building money without borders  — without judgement or prejudice, too. We believe teams are strongest when they are diverse, equitable and inclusive.

We're 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 it's like to work at Wise visit Wise.Jobs.

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