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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