Back Office Team Lead
Description
The Backoffice Team Leader is an experienced Customer Service professional with proven experience in managing teams. This role reports to the Backoffice Manager/Backoffice Supervisor and is responsible for building, leading and coaching a team of Backoffice Agents - ensuring high efficiency, excellent service delivery, and the achievement of Kaizen’s strategic and performance objectives.
Responsibilities
- Assist in defining recruitment needs and actively participate in the hiring process, providing input to select the best talent aligned with business objectives.
- Coach, mentor and supervise a team of Backoffice Agents, fostering a culture of high performance.
- Provide teams with the necessary resources, tools, and processes to perform their roles effectively.
- Delegate tasks and remove obstacles to ensure successful execution, holding everyone accountable and ensuring clarity around roles, responsibilities, and reporting lines.
- Train and signs off new staff within the allocated timeframes.
- Set clear expectations and goals for the team and link goals and KPIs to overall business strategy.
- Monitor and review Backoffice performance with a focus on departmental KPIs (CSAT, TCSAT, etc.)
- Conduct performance reviews for all direct reports providing regular feedback to support development and performance improvement.
- Act as an escalation point in case of emergencies or critical issues involving the Backoffice team.
- Anticipate potential problems, identify the root causes and make sound decisions to resolve them.
- Develop flexible plans to adapt to changing priorities and anticipated high workloads.
- Monitor market trends and competitors activity and initiatives.
- Work closely with other operational teams (CRM, Client Services, Trading etc.) to assist them with regulated procedures and ongoing operational duties.
Requirements
- Relevant experience in leading a team in a call center or backoffice environment
- Knowledge in MS Office, MS Outlook and others applications such as Google Analytics (GA)
- Ability to manage teams remotely
- Fluency in English (both verbal and written)
Benefits
- A buddy will support you with your onboarding
- Competitive pay & bonus scheme
- Developmental 360° feedback framework
- Family Support
- Hybrid way of working
- Monthly meal allowance
- Multi-sport card
- Private health insurance for you & your family
- Unlimited access to Udemy & continuous training
