Night Dispatch Team Lead (Out-of-Hours)

Kone México; Long Lee; Hybrid; GBP 42,000 - 54,000; Full time

Benefits offered by this job

25 days holiday

Bank Holidays

Pension scheme

Private medical insurance

Bonus

Dental insurance

Hybrid working

Job summary

KONE is seeking a Customer Service Team Leader for Nights to manage the overnight team and ensure dispatch strategies are executed effectively. You will balance 60% supervisory duties with 40% hands-on operations, coordinating calls and emails across various regions to support engineers arriving on time at client sites.

The role requires strong people leadership, experience in a busy contact centre, and familiarity with SAP, CRM and Salesforce. Hybrid working is available in the UK.

Qualifications

• Proven people management experience is essential.
• Dispatch planning experience is beneficial.
• Experience in a busy contact centre environment is desirable.
• Good written and spoken English.
• Experience with SAP, CRM and Salesforce is desirable.

Responsibilities

• Coordinate and direct nightly operations of the team.
• Enforce call centre policies and procedures.
• Manage night operations to ensure deadlines are met.
• Conduct PDPs and IDPs for team members.
• Monitor KPI/SLA adherence and performance of the team.
• Resolve daily work issues and escalate complex matters.

Skills

People management

Dispatch planning

Communication

English language

Organisational skills

Tools

SAP

CRM

Salesforce

Word

Excel

Outlook

Job description

KONE is seeking a Customer Service Team Leader for Nights to manage the overnight team and ensure dispatch strategies are executed effectively. You will balance 60% supervisory duties with 40% hands-on operations, coordinating calls and emails across various regions to support engineers arriving on time at client sites.

The role requires strong people leadership, experience in a busy contact centre, and familiarity with SAP, CRM and Salesforce. Hybrid working is available in the UK.