Customer Service Team Lead Budapest

Customer Service Team Lead
Budapest

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.