Customer Service Team Leader (Out Of Hours)

This position would suit those with Dispatch Planning experience as you will be responsible for maintaining an efficient workflow, prioritising jobs effectively, for effective scheduling, and to ensure that the team are able to handle calls from different geographic areas, liaising with clients and to ensure that engineers arrive to their call outs on time and at the right destination to service our client’s needs.

Purpose: The Callout Supervisor 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 corporates 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 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.

Analyse, organise and optimise 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.

Manage Customer Service Admins and Agents:

• Ensures continuous upgrade skill level.
• Creates a friendly and desirable working environment to minimise turnover rate.

Customer Management:

• Ensures customers’ complaints of the call centre are promptly replied to and followed up.

Skills & Experiences:

• Team management experience is desirable while working within a busy contact centre environment is essential.
• 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 pays attention to detail.
• Good written and spoken English.
• Good Word, Excel, and Outlook.
• Experience in SAP, CRM and Salesforce is desirable.

What KONE can offer: We offer a competitive salary, 25 days holiday and 8 additional Bank Holidays, Pension Scheme, Development opportunities and development reviews to help you achieve your professional goals. Endless support from experienced leaders within the lift industry, Bonus, Kone Discounts, 24/7 GP Support & Wellbeing Access, Hybrid Working.