Customer Service Team Leader

Belgrade

Hyperoptic is the largest 1 Gig residential broadband provider in the UK. Over the past 5 years we’ve grown from a small team of people with a simple idea, to a larger group of people executing the idea with a simple focus – efficiently bringing 1 Gig broadband to urban areas across the UK.

As we continue to evolve our strategy we are looking for people who believe in responsibility, intelligence, zeal, and excellence. If you’re looking for an exciting challenge that is rewarding and enjoyable then read on….

The mission

Hyperoptic is more than just an internet service provider; it also installs its own fibre infrastructure into multi-occupancy buildings, bringing the UK’s fastest internet speeds to users. Your mission will be to work collectively with CS leadership team ensuring all departmental objectives, SLAs & KPI’s are achieved, making sure direct reports are appropriately trained, coached, performance managed and equipped with the relevant information and resources to perform their tasks and be successful in their jobs.

Reporting Line

Reporting to Customer Service Operations Manager.

Responsibilities and duties will include:

• Performance management of agents against their individual Objectives
• Coaching and development of agents
• Monitoring the activities and customer interactions of agents
• Absenteeism management (sickness, holidays and other forms of absenteeism)
• Management of team’s discipline and process adherence
• Make sure agents have the needed tools and information to be successful
• Create and maintain a high-quality work environment so team members are motivated to perform at their highest level
• Participate in selection process for new agents
• Keep time attendance and ensure information for Payroll processes
• Ensure internal IT processes are supported and adhered to
• Team’s performance management to meeting the departmental KPI/SLA targets
• Creating and executing action plans to meeting the KPI/SLA targets
• Identify process, system and workflow improvements to enhance the team's efficiency enabling the attainment of KPI/SLA targets
• Actively manage customer escalations/complaints via phone, chat and email
• Escalate to internal or external parties to resolve issues timely, efficiently and in a knowledgeable manner
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Candidate profile:

• Intermediate knowledge of MS Office package
• At least 6 months of previous experience in a Customer Service or Operations environment
• Good English written and verbal communication skills
• Ability to function in a fast-paced work environment
• Ability to build partnerships and professional relationships
• Ability to work by your own initiative but also be a team player
• Customer focused, process oriented and good multitasking skills
• Good leadership skills and analytics orientation would be desirable
• Problem solving oriented and good organizational skills

Hyper Standard: RIZE Values

The role will be based in Belgrade. The successful candidate will be offered a monthly salary and participation in a company incentive scheme.

If this role is of interest and you believe you’ve got what it takes to be a part of a fast-paced and energetic business, we’d love to hear from you.

Deadline for applications: 04.04.2019.