Team Lead, Customer Service (English) at OKX

OKX is seeking a Team Lead, Customer Service to oversee operations in Budapest. The ideal candidate will ensure service quality, adherence to processes, and work with stakeholders to provide best-in-class customer service. This role involves participating in recruitment and ensuring daily operations run smoothly, reporting incidents, and providing performance monitoring of KPIs. The Team Lead will conduct performance reviews, coordinate training, and communicate business updates. This role requires someone to plan customer service agent's monthly schedules while managing daily shrinkages.

• Ensuring daily operation runs smoothly. Report incidents to stakeholders in a timely manner.
• Provide performance monitoring of KPIs, identify trends and issues in Service quality.
• Conduct weekly/monthly performance reviews with customer service agents.
• Coordinate with the L&D team to conduct ad-hoc pieces of training, and/or re-training.
• Conduct process update/improvement projects and workshops.
• Communicate business updates, policy changes, and any relevant information to stakeholders in a timely manner.
• Planning customer service agent's monthly schedules while managing daily shrinkages

Requirements:

• Bachelor’s degree or relevant experience of at least 3 years in leading a team in a call center environment.
• Experience leading large (>15 members) and diverse teams.
• Proven experience and knowledge in effective hiring, training, coaching, and people management practices.
• Strong planning and interpersonal skills as well as process-driven and detail-oriented personality.
• A team player with the ability to work in a cross-functional environment and to lead complex operational initiatives.
• Fluency (Verbal & Written) in English is required – other language is a plus.
• Enthusiastic in new technologies with a strong desire to adopt technologies to improve organization effectiveness & business processes.
• Willingly to work according to given schedule to support 24x7 operations.
• Display ownership and accountability for offering solutions to benefit our customers and the business.

The role at OKX offers:

• Competitive remuneration package
• Excellent prospects for growth and promotion
• Employee engagement, recognition and appreciation program.
• Multinational working environment