Found Description
Overall Job Purpose
To lead and empower the English Support team in delivering outstanding customer experiences through proactive action, communication, and continuous improvement.
Specific Accountabilities
Accountability A: Drive Operations and Performance (40%)
- Maintain a helicopter view of all queues and channels — act immediately when volumes rise or service levels drop.
- Move resources dynamically where needed, even several times per hour if required.
- Communicate proactively when issues arise (e.g., backlog, system delays, performance dips), propose concrete actions, and involve others early when unsure how to proceed.
- Understand key metrics (NPS, SLA, CSAT, FRT, QA, etc.) — or show eagerness to learn — and use them to steer the team effectively.
- Set clear, ambitious but achievable goals and follow up consistently.
- Always aim to improve — for customers, for the team, and for yourself...