KONE
Customer Service Team Leader - Out of Hours
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Customer Service Team Leader (Out of Hours)
Monday - Friday 17:00 - 02:30 (flexible)
This position is ideal for those with Dispatch Planning experience, as you will be responsible for maintaining an efficient workflow, prioritizing jobs effectively, scheduling, and ensuring that the team can handle calls from different geographic areas, liaising with clients, and ensuring engineers arrive at the correct locations to service client needs.
Purpose
The Customer Service Team Leader for Nights evaluates, develops, and leads the contact centre through the night team, ensuring quality standards and Kone dispatch strategy is implemented and executed effectively, consistently, and according to the established guidelines and budgets.
The Supervisor executes customer centricity in their respective team, develops their team, and ensures operational excellence, whilst being able to step in and pick up both call and email workload should the need arise.
Key Responsibilities
- Coordinates and directs the nightly operations of the team.
- Supports and enforces call centre expectations, departmental and corporate policies and procedures.
- Manages night operations and tasks for a work group while performing key operational tasks when necessary to ensure deadlines are met.
- People management e.g., setting targets, conducting PDP’s and IDP’s for team members.
- Facilitates information sharing and creates a collaborative working environment.
- Drives competence and process adherence.
- Drives behaviour to represent KONE as one team towards the customer.
- Monitors and leads the performance and KPI/SLA adherence of the team.
- Keeps an eye on short- and long-term development.
- Resolves daily work issues and escalates more complex issues to their manager.
- Demonstrates role model behaviour.
- Remains part of the operational team working to a 60% supervisory and 40% operation split during daily operations.
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Analyze, Organize and Optimize Teams Operations
- Ensures teams compliance with company policies.
- Ensures processes are followed according to defined global processes.
- Implements and ensures proper working of new tools/processes/system.
- Meets KPI targets on call handling and email response as well as safety alerts and entrapments.
- Manages Customer Service Admins and Agents.
- Defines clear, measurable targets for the team.
- Aligns team objectives with broader company strategies.
- Ensures continuous upgrade skill level.
- Customer Management
- Ensures customers’ complaints of the call centre are promptly replied to and followed up.
Skills & Experiences
- Proven people management experience is essential – lead, motivate, and inspire team through regular 1-to-1s, team meetings, upskilling, and performance reviews.
- Experience working within a busy contact centre environment is desirable.
- Dispatch Planning experience is beneficial.
- Demonstrated competency to manage and maintain day-to-day operations specific to a functional team.
- Sound communication and listening skills.
- Complaint handling and resolving any queries.
- To be well-organised and pay attention to detail.
- Good written and spoken English.
- Good Word, Excel, and Outlook.
- Experience in SAP, CRM, and Salesforce is desirable.
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What KONE can offer
We offer a competitive salary, 25 days holiday and additional Bank Holidays, 1 paid Volunteering Day, Company Pension Scheme, Private Medical Insurance, Bonus, PDI, Dental Insurance, Development opportunities and development reviews to help you achieve your professional goals. Endless support from experienced lifts & escalator industry leaders, GymFlex Membership, Cycle to Work Scheme, Kone Discounts, 24/7 GP Support & Wellbeing Access, Hybrid Working.
At KONE, we are focused on creating an innovative and collaborative working culture where we value the contribution of each individual. Employee engagement is a key focus area for us, and we encourage participation and the sharing of information and ideas. Sustainability is an integral part of our culture and the daily practice. We follow ethical business practices and we seek to develop a culture of working together where co-workers trust and respect each other and good performance is recognized. In being a great place to work, we are proud to offer a range of experiences and opportunities that will help you to achieve your career and personal goals and enable you to live a healthy and balanced life.
Read more on https://kone.com/global/en/careers.html
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