Team Leader, Customer Care Center

General Team leader responsibilities:
• People management e.g. setting targets, conducting PDP’s and IDP’s for team members 
• Facilitates information sharing and creates collaborative working environment
• Drives competence development in the team
• Drives behavior to represent KONE as one team towards the customer
• Monitors and leads the performance and KPI/SLA adherence of the team
• Uses Customer Service data to bring forward ideas to improve customer experience
• Keeps an eye on short- and long-term development
Analyze, organize and optimize Teams operations 
• Ensure teams compliance with company policies 
• Manage the team’s operation within budget 
• Ensure processes are followed according to defined global processes. 
• Understand and be updated on teams’ systems 
• Ensure emergency/contingency/crisis* recovery plans are in place and to conduct periodic drills 
• Implement and ensure proper working of new tools/proces...