Customer Service Team Leader (out Of Hours)

KONE Bulgaria

Keighley, United Kingdom
Competitive salary; bonus available; pension schem...
Hybrid
Night shift availability monday to friday
Weekend rotation one in four
Contact centre team management experience
KONE Bulgaria is seeking a Customer Service Team Leader for the Out Of Hours shift, responsible for overseeing a contact center team and ensuring operational efficiency while handling customer inquiries. The role requires strong leadership and dispatch planning experience, focusing on team development and adherence to service standards

Job Summary

  • The role involves leading the night team to ensure quality standards and dispatch strategy are executed effectively while maintaining operational excellence.
  • Candidates will manage a split of 60% supervisory and 40% operational tasks, including stepping in to handle calls and emails when necessary.
  • KONE offers a competitive salary, 25 days holiday plus bank holidays, pension scheme, and hybrid working options.

Matching Summary

Match Score: 85

KONE Bulgaria is seeking a Customer Service Team Leader for the Out Of Hours shift, responsible for overseeing a contact center team and ensuring operational efficiency while handling customer inquiries. The role requires strong leadership and dispatch planning experience, focusing on team development and adherence to service standards.

Salary

Competitive salary; Bonus available; Pension Scheme included

Skills & Requirements

Must-have

  • Night shift availability Monday to Friday
  • Weekend rotation one in four
  • Contact centre team management experience
  • Dispatch planning workflow prioritization
  • KPI and SLA adherence monitoring

Nice-to-have

  • SAP, CRM, and Salesforce experience
  • Strong written and spoken English skills
  • Collaborative working environment creation
  • Complaint handling and resolution skills

Key Requirements

  • Team management experience in busy contact centre
  • Dispatch planning experience beneficial
  • Sound communication and listening skills

Work Rights

Not specified

Tailored Resume

Cover Letter