Site Lead

Are you are an enthusiastic and inspiring leader with extensive management experience in a customer focused environment? Do you have proven experience in motivating and driving performance improvements across a contact centre site? Do you enjoy being flexible, and solution focused while working in a fast-paced and always-changing business? If so, we could have the next step for you in your career...

Everyone in the department has a huge part to play in our success, including the passionate Site Leaders that lead the way, keep motivation high while owning the strategic vision and performance of their site.

As a Site Leader, you have the responsibility to keep things running like clockwork, managing and leading a large site of Customer Service professionals to engage our customers, increase loyalty and strive to beat expectations every time. You will also lead the Customer Service Managers and the support teams, while collaborating with Global CS to ensure the operations of your centre are running smoothly and in accordance with expectations.

This is a unique opportunity to lead your own brand new centre, can you take on the challenge to engage an entirely new workforce and build a high performing CS site from the ground up? If you are excited to make a huge impact to the overall service and performance of our international Customer Service team then please read on and apply below.

Responsibilities:

• Lead, develop, and assist a team of 7-10 managers and an increasingly growing number of indirect reports (200 by the end of year 1).  
• As a key member of the Customer Service Leadership group, you’ll drive performance, culture and create an inspiring working environment, aligned with the global Customer Service strategy.
• Strong strategic vision and the ability to implement and execute it in a fast changing environment.
• Enthusiastically support, actively promote and demonstrate superior Customer Service in accordance with the department and company standards.
• Responsible and accountable for overall day to day operations of the contact center.
• Achieve and exceed all KPIs related to guest and partner satisfaction, productivity, employee engagement, recruitment, attrition and budget spend.
• Ensures Customer Service standards are followed by all team members and addresses issues as they arise.
• Be an active and engaged member of the regional leadership team, expanding beyond your site responsibilities to create positive impact at both regional and global levels through sharing of great practices, lead regional and global improvements and collaborate to address common opportunities.

• Proven people leadership and management skills, and at least 8 years’ experience in leading and managing high performing teams in a Customer Service or equally relevant environment of professional excellence.
• Experience of working with geographically diverse teams.
• Ability to persuade and influence thinking, or to gain acceptance of others in sensitive situations.
• Ability to effectively present information and respond to questions from groups of managers, clients, customers and the general public.
• Ability to operate in a fast paced, dynamic environment.
• Excellent English communication skills, both written and verbal
• Track record of team motivation, employee engagement and satisfaction.
• Availability to travel for work (less than 25%).
• Experience in working with flexible scheduling is preferred.
• Knowledge of local employment and industry regulations preferred, but not essential.

If you’re interested, please send your CV in English to km[eta]afr.lt. We advise you not to wait until the deadline of the advertisement and encourage you to apply today as we’re already interviewing.