Business Customer Support Senior Team Lead

Operations

• Help set and report against weekly, monthly and quarterly performance targets, communicate key insights and obstacles to the teams and the broader company
• Work closely with other Customer Support teams across the world, and Wise product teams to identify ways to improve experience while reducing customer contacts through product changes
• Increase quality, effectiveness and efficiency within Customer Support as well as collaboration and communication between functions and teams
• Ensure that a group of teams provides good quality and efficient support and meets KPIs
• Identify opportunities for group performance improvement and supports leads with performance management
• Lead group planning and ensures clear and impactful plans
• Create group long-term plans in alignment with regional and global OKRs.
• Bring relevant initiatives to regional level
• Ensure agents and lead have access to needed resources from supporting teams
• Validating forecast data
• Review and set operational goals for their group.

People management

• Ensure the team leads equipped with all the necessary tools, trainings and support to perform their daily people management and operational tasks, communicate job expectations
• Plan, monitor, appraise and review job contributions/compensations; follow and enforce standards and procedures; comply with legal regulations; approving team budget invoices and ensure they are submitted for payment
• Support team lead engagement and motivation
• Ensure the team leads equipped with all the necessary tools, trainings and support to perform their daily people management and operational tasks
• Lead interviews with agents or leads and makes hiring decisions, communicates job expectations during hiring process
• Provide effective feedback via regular 1-1s, biyearly GrowWise; propose compensation changes for leads, approve compensation changes for agents
• Support leads in setting actionable goals that enable their growth in Wise
• Relationship management
• Maintaining networks with various stakeholders within the organisation and the vendor management team
• Participate in cross-team initiatives with various stakeholders upon the need in collaboration with the CS Area Lead and Regional Lead.

Budgeting

• Responsible for the team budget in the assigned teams.
• Audit/Regulatory compliance
• Communicate with legal counsel with the support of the People Team to remain compliant with governmental regulations.