Job Description

General Team leader responsibilities:
• People management e.g. setting targets, conducting PDP’s and IDP’s for team members
• Facilitates information sharing and creates collaborative working environment
• Drives competence development in the team
• Drives behavior to represent KONE as one team towards the customer
• Monitors and leads the performance and KPI/SLA adherence of the team
• Uses Customer Service data to bring forward ideas to improve customer experience
• Keeps an eye on short- and long-term development
Analyze, organize and optimize Teams operations
• Ensure teams compliance with company policies
• Manage the team’s operation within budget
• Ensure processes are followed according to defined global processes.
• Understand and be updated on teams’ systems
• Ensure emergency/contingency/crisis* recovery plans are in place and to conduct periodic drills
• Implement and ensure proper working of new tools/processes/system
• Meet KPI targets (e.g. queries solved in 24hrs, backlogs managed etc.)
Manage Customer Service Admins and Agents
• Ensure hiring of competent resources
• Ensure new agents and admins are properly trained before processing customers’ calls
• Ensure continuous upgrade skill level.
• Create a friendly and desirable working environment to minimize turnover rate
Customer Management
• Ensure customers’ complaints of the call center are promptly replied to and followed up

* Crisis refers to situation(s) where the daily operation of the Customer Service is affected. Examples of crisis: power failure in city / Customer Service building, natural disaster (flooding/fire/hurricane), IT failure, technicians’ non- response to agents’ dispatch etc.

At KONE, we are focused on creating an innovative and collaborative working culture where we value the contribution of each individual. Employee engagement is a key focus area for us and we encourage participation and the sharing of information and ideas. Sustainability is an integral part of our culture and the daily practice. We follow ethical business practices and we seek to develop a culture of working together where co-workers trust and respect each other and good performance is recognized. In being a great place to work, we are proud to offer a range of experiences and opportunities that will help you to achieve your career and personal goals and enable you to live a healthy and balanced life.

Read more on https://careers.kone.com/en/