On behalf of our partner with an international presence, we are looking for an experienced Team Leader to head an 8-member customer service team providing technical support.

Our client markets their own developed software (SaaS) and also offers Oracle-based products. These products are typically developed and sold to participants in the HORECA sector. The customer service is available 24/7, and a hybrid work arrangement is provided, with a location in the 10th district of Budapest.

We are looking for experienced TEAM LEADERS with strong technical knowledge and affinity.

Responsibilities

• Operational Management:
  • Supervise daily call center operations, ensuring all support cases are promptly addressed with less than 1% backlog.
  • Rotate weekend shifts with other team members, acting as the manager on duty.
  • Generate reports and analyze call center data to enhance processes, optimize resource allocation, and maximize efficiency and customer satisfaction.
• Customer Escalation & Support Analysis:
  • Handle customer escalations professionally, ensuring swift and satisfactory resolutions.
  • Monitor support trends and identify patterns to reduce case volume and workload.
  • Collaborate with other departments to improve procedures and minimize recurring issues.
  • Ensure compliance with legal and operational requirements in all support interactions.
• Team Leadership & Development:
  • Recruit, train, and coach a team of support agents to deliver prompt, high-quality service within the Hungarian support team.
  • Develop onboarding and training plans for new hires to ensure effective role integration.
  • Conduct regular team meetings and 1:1 performance reviews to support growth and address challenges.
  • Foster a culture of accountability, continuous improvement, and customer focus.
• Performance Monitoring & Continuous Improvement:
  • Establish KPIs and measurable objectives to assess and drive team performance.
  • Lead monthly 1:1 reviews and coach employees towards their individual goals.
  • Identify training gaps and implement improvement plans.
  • Take ownership of special projects and initiatives to enhance efficiency and customer satisfaction.

Requirements

• At least 3 years of experience in a support management or team lead role.
• Proven ability to achieve KPIs and drive customer support excellence.
• Capability to multitask and stay calm under pressure, especially during peak hours.
• Strong skills in customer service, communication, conflict resolution, and coaching.
• Demonstrated leadership and coaching abilities with the capacity to motivate and develop team members.
• Familiarity with performance metrics, MBO methodology, and call center technologies.
• Decisiveness, attention to detail, and the ability to handle complex situations.
• Confident decision-maker with a proactive, solution-oriented approach.
• Proficiency in English is essential.
• Ability to manage weekend shifts on a rotational basis with other team members, serving as the manager on duty.

Benefits

• You'll enhance and elevate the customer experience for top hospitality brands.
• Collaborate within a progressive team culture that offers growth opportunities.
• Benefit from a hybrid work arrangement, balancing field and remote responsibilities.
• Enjoy a comprehensive benefits package including cafeteria, meal tickets, medical insurance, and continuous training.