Customer Service Team Lead Nights

Some of your responsibilities include:

• Provide assistance support and coaching to Contact Support Advisors
• Be an escalation point for concerns raised by Advisors and consumers
• Contribute to the flow of internal communications to your teams from all internal departments
• Provide supervision and support to ensure all company standards and policies are adhered to and maintained
• Set goals for team members as required to support annual performance assessments
• Provide a support infrastructure to improve the quality of performance and improve the consumer experience
• Responsible for the management of team key performance indicators (KPIs) overseeing performance management and reporting on team performance.
• Conduct call quality reviews with team members providing feedback to ensure continuous improvement of consumer services being aware of trends and escalating where required
• Responsible for team delivery of voice of the consumer to obtain and reflect consumer levels of satisfaction
• Remain up to date with relevant Data Protection Act/s and procedures ensuring the team adhere to company procedures.
• To ensure robust onboarding and offboarding processes are completed to support your teams employee experience.

Qualifications :

What would make me a good candidate

This role is for someone who is motivated by helping others and wants to bring out the best in our Customer Support team.

Required qualifications for this role:

• Proficient ability to prioritise and manage workload effectively for self and a team to meet specified deadlines and performance metrics
• Previous background in a Call Centre Operations
• Demonstrable and effective people management skills with a track record of professionally developing others
• Able to create and maintain strong working relationships with consumers customers external suppliers and internal colleagues
• Demonstrable experience in a consumer services or credit control role and environment
• Effective at identifying problems and providing appropriate solutions
• Ability to lead and motivate a team in exceptional consumer service and delivery
• Proactive self-motivated learner with a strong drive to achieve personal goals
• Youre a true team player who is willing to support outside of your normal day to day
• You align with our four core values and youre simply a good human

Additional Information :

Values and Life at Xplor

Our five core values guide us from how we hire and recognise our team members to how we interact with our customers day to day:

• Find a better way
• Do the right thing
• Say it straight
• Win together
• Own the outcome

If these values sound like you and describe people you want to work with you will thrive at Xplor.

As an Xplorer you will be part of a global network of talented colleagues who will support your success. We look for commonalities and shared passions and give people the tools they need to deliver great work and grow at speed.

Some of our perks and benefits are:

• Paid Parental Leave benefit programs
• #Give Back Days /Commitment to social impact 3 extra days off to volunteer and give back to your local community
• Ongoing dedication to Diversity & Inclusion initiatives such as D&I Council Global Mentorship Program
• Access to free mental health support
• Flexible working arrangements

Ready to apply

To start your application please submit your resume and we will be in touch as soon as we can. Please include the word moonshot at the top of your message to the Hiring Manager so that we know you took the time to read our job ad.

We understand that diverse candidates have diverse needs. We welcome you to inform us of any additional needs related to completing your job application or participating in the interview process via

More about us

More than 130000 businesses in 72 countries rely on Xplor to run their day and get paid processing over $47 billion in payments annually. Our connected ecosystem helps operators spend less time managing complexity and more time delivering the experiences that matter most.

Xplor is backed by world-class investors Advent International Battery Ventures and Silver Lake.

Good to know

To be considered for employment you must be legally authorised to work in the location (country) youre applying for. Xplor does not sponsor visas either at the time of hire or at any later time.

We kindly ask you to apply through our careers portal or external job boards only
. Please dont send your application via email.

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