Team Lead of Customer Service Card Operation

• Manage the Customer Service Operation team members potentially including Front Office/or Back office and operations.
• Responsible for all aspects of day-to-day management of team members including performance objectives, resource allocation, motivation and building morale.
• Develop, train, evaluate, & coach staff to provide cost effective customer service while ensuring high quality standards.
• Create and maintain tools, job aids & training materials to help employees in their efforts to resolve issues and improve their relationship with customers.
• Responsible for change management during the CSO transformation
• Ownership of accurate capacity planning and providing backup solutions in case of emergency
• Monitors and coordinates all customer service activities (including order entry, quotations, contract management, follow up data, invoicing, creation, and maintenance of customer data, complains
handling) and communication between other departments for items related to customer service operations.
• Collect, analyze and report on KPI’s to continue improve the service operations. Own Key Performance Indicators relative to customer satisfaction, and as defined.
• Develop and implement productivity guidelines that will be met by each team member to ensure high levels of customer satisfaction.
• Develop & implement appropriate processes and metrics to measure customer success and delivery against customer expectations & SL’s e.g. ticket management, time to response/resolution…
• Install a culture of accountability & ownership for resolving issues.
• Develop and implement new processes to increase efficiencies with regards to customer service support based on the defined CSO Roadmap and Cards Strategy. Responsible for successful implementation of CSO roadmap and Cards Strategy. Manage the projects or contribute to successful project preparation and implementation.
• Become immersed in the new customer service operations technologies and processes. Keep up to date in the domain, exchange knowledge with externals and become the Expert in Customer Service Operations trends, technology, and innovation

• 3 additional vacation days
• Additional Pension Insurance (DDS Tatra Banka)
• Gastro Card or Meal Cash Allowance
• Routex Card with discounted fuel for employees
• English/German Language Education Contribution
• Jubilee Benefit
• Child Birth Bonus
• Medical Care Program
• Multisport Card
• Referral Program
• Parking/Commuting allowance
• Santa Claus Packages
• Sickness Policy
• Teleworking (8days/month)