Customer Support Area Lead
Customer Support Area Lead directs and manages an assigned group of Wise Customer Support teams, including their objectives and initiatives. Responsible for the assigned group of customer support teams productivity, quality and staffing in accordance to required demand.
A Customer Support Area Lead, in collaboration with Wise Support Functions, implements policies and procedures that continuously improve the utilisation, quality and cost efficiency of the assigned group of CS teams.
Additionally, Customer Support Area Lead manages resource allocation decision-making and planning for a given group of Customer Support Senior Team Leads. Aligns group of CS teams operations activities and initiatives to support and enhances the objectives of the wider CS Organisation
Ensures adherence to Regional, Global CS and Wise operational standards. Creates operational strategies and specific objectives for the sub-functions and runs local budgets/policies/procedures to support the operational infrastructure. Approves and participates in developing Wise culture, process and performance improvements for the assigned teams.
Job scope usually includes either leading Wise Customer Support in a particular location (office) to ensure its appropriate staffing, employee engagement and full compliance with local country regulations or leading a group of cross-office teams for a specific customer problem or segment with similar functions of appropriate staffing and employee engagement.
Reports to the Consumer Customer Support Regional Lead or Head of Business Customer Support.
Qualifications
KPIs
Headcount plan attainment in defined locations.
Quality Assurance Score
FCR and Contacts per case of responsible teams
Team productivity (e.g. Speed Rank, contacts per scheduled hr).
Schedule adherence.
Team utilisation (shift share).
Escalation Rate (both internal and cross-functional).
Cost per agent of responsible teams and/or site
Budget adherence for responsible teams
Engagement level of responsible teams
Planning
Ensures team resource and operational strategy is in place with a 6-month horizon which is aligned and cascaded from CS Consumer or CS Business plans.
Assists in Quarterly Planning sessions and cascades the initiatives and targets from to the assigned group of teams.
Sets OKRs for the assigned group of teams and establishes control mechanisms to track success.
Ensures group’s of teams delivery in accordance with the defined CS Regional / Customer Segment Strategy.
Operations
Lead and develop a team of senior operational leaders to enhance performance by setting clear accountable performance measures.
Reduction of the cost to serve through applying cost-efficient solutions within the assigned teams or locations (Performance and Compensation Management, Automation, etc.)
Enhance the Productivity, Quality, First Contact Resolution for the assigned teams.
Use Customer Insight and Root Cause Analytics to identify potential improvements in a defined area, specified by CS Regional Lead or Head of Business CS.
Define, negotiate and agree the effective utilisation of resources in line with service specifications, working with, or being responsible for resource with planning, analyst and reporting team to plan the required resource in conjunction with business objectives and service level agreements.
Continually support improvements and change management.
Drive quality and consistency of Customer Support in the assigned group of teams.
People management
Responsible for the immediate report group (CS Senior Team leads) and the assigned group of teams as a whole engagement, motivation and employee retention.
Ensures the immediate report group (CS Senior Team leads) and an assigned group of CS team as a whole are equipped with all the necessary tools, trainings and support to perform their daily people management and operational tasks
Leads interviews and makes hiring decisions, communicates job expectations during the hiring process for the immediate report group (CS Senior Team Leads).
Provides effective feedback via regular 1-1s, biyearly GrowWise; propose compensation changes for Senior Leads, approves compensation changes for the assigned group of teams.
Support CS Senior Team Leaders in setting actionable goals that enable their growth in Wise.
Relationship management
Working with, but not limited to, Scaling Service and Experience 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
Represents the CS teams on a particular site or group of sites within Wise organisation.
Budgeting
Responsible for the assigned team budget utilisation and adherence to set targets during the defined financial period
Audit/Regulatory compliance
Accountable for ensuring full regulatory compliance and legal labour requirements.
Capacity management
Collaborates with CS Operations leadership to understand the organisation's goals and strategy related to staffing, recruiting, and retention.
Identifies staffing and recruiting needs and opportunities in accordance to CS hiring forecast; develops and executes best practices for hiring and talent management in collaboration with Recruitment team.
Plans, leads, develops, coordinates, and implements policies, processes, team training, initiatives, and surveys to achieve and maintain the required headcount for the assigned location or group of teams.
Monitors and ensures the organisation's compliance with local employment laws and regulations, and recommended best practices; reviews and modifies policies and practices to maintain compliance.
Additional Information
Requirements
Requires at least 4+ years in senior leadership position, and minimum 12+ years in customer service.
Recruitment
Agile thinking
Conflict Management
Project management
Decision-Making
People Management
Data Analysis Skills
Dependable
Reporting Skills
Punctuality
Critical Thinking and Problem Solving Skills
Planning and Organizing
Extensive Communication Skills
Persuasiveness
Influencing and Leading
Delegation
Team Work
Negotiation
Adaptability
Stress Tolerance
Strong analytical skills
Friendly, creative and problem solver
Great fit to our values and company culture
Expectations management
Change management
Emotional Intelligence
Networking.
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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