Customer Service Team Leader
Core
Manage and coordinate a team of customer service agents handling escalated and complex enquiries for Zopa's banking and lending products.
Role type
Customer Service Team Leader (Operations)
Builds
Customer experience standards and operational efficiency for Zopa's current account and lending products
Domain
Fintech / Digital Banking
Deliverable
dashboards & analysis
Required skills
Team management, performance coaching, data analysis, KPI monitoring, operational risk management, stakeholder communication, change management, training delivery, prioritization, conflict resolution
Preferred skills
Fintech/digital bank experience, current account product knowledge, Salesforce proficiency, regulated environment experience, outsourced partner management
Technologies
Salesforce
Responsibilities
Real-time management of department resources and queue levels, align staff to demand to maximize service availability, monitor and drive individual/team performance against KPIs, act as a voice for customers to the product team, report operational risks to senior management, deliver training and onboarding support, utilize data for continuous improvement initiatives
Seniority
Mid-level, hands-on IC with people leadership