Head of the psychological support contact center (Wellbeing Team Lead) in SK Outstaff

Head of the psychological support contact center (Wellbeing Team Lead)

Wellbeing Company
Kyiv | Remote work | Full-time employment

Bonuses and benefits: Flexible schedule, additional day-off, training compensation, employee wellbeing program, performance bonuses.

Hello!

We are the Wellbeing Company. We build a culture of care in Ukrainian business through systemic solutions in organizational well-being. Our Service already supports more than 160,000 employees of such companies as Deloitte, EPAM, Ferrero, Ukrenergo, PUMB and others.

Now we are looking for not just a manager, but a Leader for the Wellbeing Officers team. These are specialists who are the first to receive calls and messages in order to provide timely support, advice or refer a person to the right expert. Their work is the basis of trust in our service. And yours is to create for them an environment where efficiency is combined with psychological safety.

If you:

• Know how to build processes in the contact center, but you understand that metrics are not the main thing, but a tool for quality help to people;

• You see your mission as supporting those who support others;

• You believe that leadership is about maturity, trust and development of the team, not only control,

then maybe you are the candidate with whom we want to build the most human contact center on the market.

What we offer (besides timely salary):

• The opportunity for real impact: You will shape a service that thousands of people use every day.

• Full autonomy in a remote format and support from the CEO and the team.

• Wellbeing as part work:

  • Compensation for consultations with a psychologist or coach.

  • Additional rest days (day-off) if necessary.

  • Financial support for the realization of employees' dreams (our corporate tradition).

• Development: Compensation for specialized trainings, participation in internal projects, career prospects in a growing company.

Your key responsibilities:

1. Organization and operational management: Planning the work of a team of up to 10 people, distributing the load, ensuring uninterrupted service.

2. Quality control and team development:

   • Implementation and analysis of KPI (resolution ratio, CSAT, NPS).

   style="font-style: normal; font-weight: 400">Our ideal candidate has:

   Experience and skills:

   • Experience as a manager/supervisor in a contact center, support service or social service - from 3 years.

   • Ability to work with data: analyze reports, build processes, manage by indicators.

   • Confident command of CRM, Google Workspace, Zoom, MS Office.

   Personal qualities (this is important):

   • Psychological maturity and resilience. You will work in an environment where emotional regulation is important.

   • Authentic leadership. Ability to create trust, give feedback with respect, support in difficult situations.

   • Balance between humanity and performance. We are looking for someone who understands that an effective team is a happy team.

   • Interest in the topic of psychological health and wellbeing.

   How to respond?

   Please send your resume in PDF format on Telegram: @Yuliya_FF_recruiter.

   In the message, tell in a few sentences:

   • What resonated with you the most in the job description?

   • How will your experience help build the work of the psychological support team?

   We will definitely review each candidate. If your experience matches our current needs, we will contact you within 5 business days. Thank you for your interest in our mission!