Job description:

The Customer Operations Team Leader is responsible for the performance and management of a team of Customer Operations Specialists.  Develop and empower staff, recruit talent, communicate performance status to leaders and manage key business partner relationships.  Identify and lead process improvement opportunities, ensuring SLAs and KPIs are achieved.  

Responsibilities: 
 

• Lead and manage a team of 10 to 16 Customer Operations Specialists

• Provide leadership support and coaching to team

• Support team member development and actively manage succession planning

• Manage daily team resourcing , recruitment and selection of new Customer Operations Specialists

• Ensure all KPIs defined for the team are met, and team members are equipped with the knowledge, skills and support to perform them effectively

• Champion Customer 1st culture and the behaviours required within the team to deliver an exceptional customer experience

• Proactively liaise with other business stakeholders involved in operational processes (e.g. Sales, Marketing, Finance Operations, Credit, Retail) making sure performances and SLAs are met

• Resolve compliance issues that may impact themselves, the office or customer environments

• Act as escalation contact for Customers or Sales dissatisfaction issues related to Customer Operations Specialists   or other service providers

• Use Continuous Improvement tools such as visual management, leader standard work, and the versatility matrix to support daily operations management

• Build strong relationships with Account Managers and Sales Leaders

• Liaise regularly with business stakeholders to ensure the team has access to all relevant information to perform effectively in their roles

• Support Account Managers in business reviews

Requirements:

• Bachelor degree preferred (Business related major) or equivalent experience

• English C1, Hungarian C1 (nice to have)

• Previous experience in a Customer service

• Minimum one year experience in leadership position 

• Experience in coaching and developing others

• Proven ability to manage multiple priorities to meet Stakeholder expectations

• Put Customer centricity at the heart of the role, inspiring a team to deliver an exceptional Customer experience

• Develop an extensive network of contacts, subject matter experts and decision makers across the business to help resolve issues

• Apply Continuous Improvement behaviours to lead improvement initiatives

• Relationship building skills, across several levels, including Customers team members and business partners

Number of Vacancies: 1

• Meaningful work in a company that is universally respected as a truly global energy leader (one of the world’s biggest companies according to Fortune Global 500)
• Unique opportunity to fulfill your potential with personal and professional development programs
• Work in a smart and motivated team within a supportive and inclusive culture with strong values
• Attractive salary and bonuses
• Complex medical care and individual life insurance
• Sports programme & facilities e.g. Multisport Benefits Card, vouchers for free time activities
• Good atmosphere at work and comfortable working environment: own canteen and a few relax rooms
• Opportunity to participate in social and community projects