Ombudsman Team Lead

Let’s start with the role:

The Ombudsman Team Lead will play a crucial role in managing the BPOs performance, ensuring that all the customer complaints are handled in alignment with the quality standards and service levels.

They will serve as a “red warning” escalating critical issues promptly to prevent further disruptions to the customer journey.

Furthermore, this role will liaise with internal stakeholders to ensure that the BPOs have all the necessary resources to provide services according to Kaizen’s expectations.

As an Ombudsman Team Lead you will:

• Manage the BPOs performance according to the agreed KPIs;
• Serve as the first point of contact for addressing critical issues requiring senior attention;
• Liaise with internal point of contacts (Kaizen stakeholders) to support the resolution of complex cases;
• Develop ad hoc operational action plans;
• Lead performance meetings with the BPOs;
• Lead internal meetings with Kaizen stakeholders;
• Provide coaching and feedback to direct reports (Ombudsman Specialists).

What you’ll bring:

• Previous experience managing outsourced customer support centers or acting as a vendor manager;
• Experience working for Ombudsman centers will be considered a plus;
• Strong communication skills;
• Bachelor’s degree (must be completed);
• Professional-level English proficiency.

Kaizen Gaming Perks

💸 Competitive salary package and bonus scheme;

🕑 Hybrid way of working;

👩‍⚕️ Private health insurance for you and your family;

💰 Monthly meal allowance;

🏃 A buddy will support you with your onboarding;

📚 Unlimited access to Udemy & continuous training for all your learning and development needs;

⭐Clear career paths and a developmental 360° feedback framework.

#LI-Promote

#LI-Hybrid