Project Lead

Job description

Impact

You lead multiple CS teams to ensure upkeep and improvement of SLA, enabling our people and optimizing results.

 

The job

We are looking for an experienced Project Lead to take on the day-to-day Customer Service operations for one of our clients. You manage established CS teams and expand where needed. You bring people, processes and tools together in the best way possible, improving customer satisfaction and ensuring SLA. Can you make it happen?

 

The Project Lead is responsible for upkeep and improvement of multiple projects, reporting to the Operations Manager. You provide regular reporting & feedback on the services delivered and implement changes where necessary, liaising closely with Account Management and supporting departments (such as L&D, HR, Recruitment). Can you balance optimal results with a people-driven approach in a scale up environment?

 

Responsibilities

  • Manage & coach Team Lead(s) and Senior Agents; lead by example
  • Monitor and optimize a variety of Customer Service SLA's & KPI targets, both quantitative & qualitatively
  • Act as the main point of contact for clients for operational matters, collaborate closely with account management
  • Update clients on a regular basis about 5CA's support services through weekly meetings and monthly business reviews
  • Continuously improve workflows and processes, liaise with internal departments like L&D and HR.

Job requirements

  • Minimum of 3 years in customer service, of which at least 1 year in a leadership role
  • Thorough understanding of contact center KPI's and how to improve them
  • Able to work under pressure in a dynamic work environment
  • Empowering leadership style; you're a leader, not a boss
  • Outstanding communication skills and fluent in English
  • Previous experience with Zendesk is a plus.

 

We offer

  • An international, dynamic and demanding environment
  • An innovative and diverse company culture (over 80% of your colleagues work from home in over 50 countries!
  • A fast-growing organization (hypergrowth) with ambitious A-level clients
  • An inspiring environment with young, brilliant and creative professionals.
  • Market-standard salary with performance bonus

 

Company

We are 5CA. For the past 20 years, we've used our expertise to help our clients build their CX & support strategy. Thanks to our extensive Work From Home strategy, we're experiencing double digit growth. We are not your average contact center - we have no cubicles, and over 80% of our colleagues work remotely! 

 

5CA offers a fast-paced, dynamic workplace where every day is different, and developments take place in days, not months. Our culture is shaped by a spirited workforce, hailing from all corners of the globe. We all share a thirst for new and exciting technology and gaming as the binding factor. 5CA has a flat hierarchy, where you are encouraged to think big, dream big, and live up to your full potential. 

  

Interested?

If you are excited about this opportunity, then hit that apply button! Tell us why you're the perfect match and how you are going to make it happen.

 

5CA is an equal opportunity employer

Our culture is shaped by a diverse and multicultural workforce, joining us from all corners of the globe, and we are committed to creating an inclusive environment. Naturally, we do not discriminate against any employee or job applicant because of color, race, religion, sexual orientation, gender, gender identity or expression, marital status, disability, genetics, or age.

 

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