FSC Team Lead - Iberia (Customer Service)

TL;DR

FSC Team Lead (Customer Service): Managing and optimizing customer service operations for the Iberia region with an accent on team coaching, KPI management, and policy implementation. Focus on improving service quality, mentoring planners, and ensuring operational compliance.

Location: Belgrade, Serbia

Company

A global leader in expanding financial access, optimizing branches and self-service availability for financial institutions and retailers.

What you will do

• Develop and implement customer service policies and procedures.
• Monitor performance of customer service planners, providing ongoing coaching, feedback, and onboarding.
• Analyze service trends and prepare reports to recommend operational improvements.
• Manage team rosters and leaves while fostering a collaborative environment.
• Ensure high-quality support through job shadowing and process training.
• Monitor KPIs and oversee the escalation process to ensure strict compliance.

Requirements

• Bachelor's degree (Degree in Management is an advantage).
• Minimum of 5 years of experience in customer service.
• Excellent leadership, organizational, and decision-making skills.
• Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint).
• Ability to motivate, mentor, and prioritize multiple tasks effectively.

Culture & Benefits

• Comprehensive insurance: Private Health, Life, Accident, and Disability insurance.
• Financial perks: Employee Referral Bonus Program and Baby Bonus.
• Wellbeing resources and employee discounts at hirify.global partners.
• Strong emphasis on internal career pathing and advancement opportunities.