On - Outsourced Customer Service (BPO) – Performance Team Lead - Berlin

Team for Career Site

Customer Service

In short

Our EMEA Customer Service Team (we call it Happiness Delivery team or HD) is growing, just like On, and with this comes the exciting opportunity to become a Happiness Delivery Partner Compliance Team Lead.

Your mission is to ensure our outsourced partners adhere to expectations by performance, process, and policy. You will identify and collaborate with our global and locals teams, to close gaps in service efficiency, quality, and delivery of the WOW within our e-mail, chat, and phone channels.
You will support the best output of your team of specialists that drive reporting and continuous improvement to best address any opportunities arising from the Happiness Delivery team. You and your team’s insights will feed back to the Quality Assurance team for analysis and ultimately inform training content and/or strategy refinement by our Coaches.
You will be closest to our partner outputs, helping ensure every touchpoint with On customer service is as premium as our products.

Your mission

– Coordinate and prioritise with your team, necessary performance deep-dives and their data interpretation, driving discussion on actions needed with your peers in QA and Training.
– Closely monitor and question the outputs of our outsourced partners across channels, quality and productivity, by participating actively in weekly business reviews.
– Monitor Queue health and productivity, checking for opportunities, consulting on effective solutions with internal and external stakeholders.
– Responsible for auditing and coordinating with our Partners reporting on suspected Fraud and Work Avoidance behaviours following the process outlined by the Global Partner Performance Team.
– Responsible for keeping Partner documentation accurate and scalable. (Organigram, local SoPs etc.)
– You are accountable for leading and coordinating the reporting strategy in EMEA driven by your team’s Reporting specialist, delivering a reliable source of truth for DTC performance metrics.
– You are accountable for prioritising and coordinating continuous improvement efforts with Partners driven by your team’s specialist.
– Contribute in partnership with Global Partner Performance Team and your team’s specialists, to the creation of scalable SOPs (Standard operating procedures), ensuring we quickly and proactively action any gaps across our growing outsourced Partners footprint.

Your story

– You have relevant experience in the areas of process improvement, change management, and/or operational excellence. (Preferred Min. 2 years experience).
– You have relevant experience in customer service, performance management, people management, including leading specialists and individual contributors preferred. (Preferred Min. 5 years experience).
– Direct experience working with outsourced teams, preferably with multiple partners simultaneously.
– Relevant experience with Looker and/or other data visualisation tools is a plus.
– You have strong project management skills, with a proven ability to prioritise, and coordinate initiatives led by you and your team of specialists, that drive measurable positive impacts.
– You are empathetic and your strong communication skills enable you to successfully collaborate with multi-functional and multi-cultural teams, including senior stakeholders.
– You have the ability to structure and visualize complex issues effectively.
– You have a solutions-oriented mindset with a proactive approach.
– You have outstanding analytical and reporting skills, paying meticulous attention to detail.
– Business fluency in English. Any other European languages a big plus
– Flexible to travel on occasion

Meet the team

Happiness is the only thing that multiplies when shared. So, take the chance and deliver happiness all day, every day at On! You will work in a team-player Team, which loves new challenges and where happiness is part of their DNA. If you want to take every opportunity to WOW our customers, our team and On – we would be happy to write stories together.