Customer Support Area Lead

Company Description

Wise is a global technology company, building the best way to move and manage the world’s money.

Min fees. Max ease. Full speed.

Whether people and businesses are sending money to another country, spending abroad, or making and receiving international payments, Wise is on a mission to make their lives easier and save them money.

As part of our team, you will be helping us create an entirely new network for the world’s money.

For everyone, everywhere.

More about our mission and what we offer
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Customer Support Area Lead directs and manages an assigned group of Wise Customer Support teams, including their objectives and initiatives. Responsible for the assigned group of customer support teams productivity, quality and staffing in accordance to required demand.

A Customer Support Area Lead, in collaboration with Wise Support Functions, implements policies and procedures that continuously improve the utilisation, quality and cost efficiency of the assigned group of CS teams.

Additionally, Customer Support Area Lead manages resource allocation decision-making and planning for a given group of Customer Support Senior Team Leads. Aligns group of CS teams operations activities and initiatives to support and enhances the objectives of the wider CS Organisation.

Ensures adherence to Regional, Global CS and Wise operational standards. Creates operational strategies and specific objectives for the sub-functions and runs local budgets/policies/procedures to support the operational infrastructure. Approves and participates in developing Wise culture, process and performance improvements for the assigned teams.

Job scope usually includes either leading Wise Customer Support in a particular location (office) to ensure its appropriate staffing, employee engagement and full compliance with local country regulations or leading a group of cross-office teams for a specific customer problem or segment with similar functions of appropriate staffing and employee engagement.

Reports to the Consumer Customer Support Regional Lead or Head of Business Customer Support.

• Headcount plan attainment in defined locations.
• Quality Assurance Score
• FCR and Contacts per case of responsible teams
• Team productivity (e.g. Speed Rank, contacts per scheduled hr).
• Schedule adherence.
• Team utilisation (shift share).
• Escalation Rate (both internal and cross-functional).
• Cost per agent of responsible teams and/or site
• Budget adherence for responsible teams
• Engagement level of responsible teams

• Ensures team resource and operational strategy is in place with a 6-month horizon which is aligned and cascaded from CS Consumer or CS Business plans.
• Assists in Quarterly Planning sessions and cascades the initiatives and targets from to the assigned group of teams.
• Sets OKRs for the assigned group of teams and establishes control mechanisms to track success.
• Ensures group’s of teams delivery in accordance with the defined CS Regional / Customer Segment Strategy.

• Lead and develop a team of senior operational leaders to enhance performance by setting clear accountable performance measures.
• Reduction of the cost to serve through applying cost-efficient solutions within the assigned teams or locations (Performance and Compensation Management, Automation, etc.)
• Enhance the Productivity, Quality, First Contact Resolution for the assigned teams.
• Use Customer Insight and Root Cause Analytics to identify potential improvements in a defined area, specified by CS Regional Lead or Head of Business CS.
• Define, negotiate and agree the effective utilisation of resources in line with service specifications, working with, or being responsible for resource with planning, analyst and reporting team to plan the required resource in conjunction with business objectives and service level agreements.
• Continually support improvements and change management.
• Drive quality and consistency of Customer Support in the assigned group of teams.

• Responsible for the immediate report group (CS Senior Team leads) and the assigned group of teams as a whole engagement, motivation and employee retention.
• Ensures the immediate report group (CS…