Customer Care Team Leader
Customer Care Team Leader
WITTY GLOBAL UAB
Customer Care Team Leader

Customer Care Team LeaderWITTY GLOBAL UAB

Requirements for candidates

  • Sustain highly motivated, strongly performing team of approximately 8 – 15 direct reports
  • Lead the team by inspiring them and providing regular feedback, coaching, and professional development. Act as a mentor and escalation point for W1TTY customers 
  • Take ownership of daily operations. Monitor team utilization to ensure timely response, along with proper staffing, work allocation, and coverage 
  • Undertake analytical exercises, interpret complex problems and conduct research to understand areas for innovation or automation 
  • Build and continue to strengthen relationship with key stakeholders or technical infrastructure teams to ensure effective communication, collaboration and service support 
  • Organize knowledge by e.g. documenting new or changed processes, developing training programs and materials, keeping knowledge base up to date 
  • Focus on customers by closely monitoring and analyzing feedback to identify red flags and drive solutions 
  • Work on New Hire and existing staff member training material creation, its development and improvement. Monitor training progress and results, as well as search for improvement areas 

Customer Care Team Leader responsibilities would include:

  • Focus on excellent customer service delivery 
  • Experienced in team performance coaching and mentoring, people management and leadership 
  • Demonstrated stakeholder engagement and management skills  
  • Ability to provide direction and achieve results under pressure and when faced with a challenge 
  • Demonstrated conflict management and resolution experience as well as strong negotiation skills  
  • Self-motivated, with strong ability to work both independently and with teams and managers as appropriate  
  • Actively seeking to understand consumer and stakeholder requirements and expectations, and constantly bringing in necessary changes/improvements into operational model of the team and IT Service Desk 
  • Experienced in MS Office, possessing excellent verbal and written communication skills, knowledge in ITIL 
  • Experience in Service Desk would be an advantage  
  • 3+ years of experience in any Customer service area 

What we offer:

  • Due to the current epidemic situation, we offer remote work and possibility to work at the office in the Old Town of Vilnius;  
  • Work in an international start-up company;  
  • Various opportunities to grow within the company;  
  • Competitive salary;  
  • Possibility to make an impact on international business success