General duties
- Lead and supervise a team of contact center consultants, providing coaching, feedback, and support
- Monitor team performance and ensure KPIs are met or exceeded
- Develop and implement strategies to improve customer satisfaction and operational efficiency
- Handle escalated customer issues and provide timely resolution
- Collaborate with other departments to streamline processes and share feedback from the frontline
- Conduct regular team meetings and training sessions to enhance skills and knowledge
- Prepare and present reports on team performance to management
Requirements
- Proven experience as a team leader or supervisor in a contact center environment, preferably in fintech or financial services
- Strong understanding of contact center metrics and customer service best practices
- Excellent communication and interpersonal skills
- Ability to motivate and develop a diverse team
- Problem-solving mindset and ability to handle escalations calmly and efficiently
- Proficiency in CRM software and MS Office
- Experience in managing processes and people
- Customer obsessed
- Bachelor's degree preferred but not mandatory
DSK Bank offers
- Competitive salary and performance-based bonuses
- Attractive bonus scheme
- Food vouchers in the amount of 102.26 EUR per month
- Additional health insurance
- Promo price for Multisport cards
- 20+5 days paid leave
- Opportunities for professional growth and development
- Professional trainings
- Unique banking service package - special loan interest for employees
- Supportive and inclusive company culture
- The chance to be part of a cutting-edge fintech company
Documents for application
CV
