Team Leader, English Support

Overall Job Purpose

To lead and empower the English Support team in delivering outstanding customer experiences through proactive action, communication, and continuous improvement.

Specific Accountabilities

Accountability A: Drive Operations and Performance (40%)

• Maintain a helicopter view of all queues and channels — act immediately when volumes rise or service levels drop.
• Move resources dynamically where needed, even several times per hour if required.
• Communicate proactively when issues arise (e.g., backlog, system delays, performance dips), propose concrete actions, and involve others early when unsure how to proceed.
• Understand key metrics (NPS, SLA, CSAT, FRT, QA, etc.) — or show eagerness to learn — and use them to steer the team effectively.
• Set clear, ambitious but achievable goals and follow up consistently.
• Always aim to improve — for customers, for the team, and for yourself...