Call Center Team Lead (Temporary contract)

Join our team as a Call Center Team Lead!

Yes, you can! That's our attitude towards our work, ambitions, ideas, and relationships. We at Luminor believe that anyone has the potential to achieve big things and encourage everyone to achieve them, professionally and personally. 

Whoever you are and whatever your role is, with Luminor, you will get a once-in-a-lifetime opportunity to build a local banking champion.

What You Will Do:

• Ensure that CSU employees provide high quality service and customer experience for customers in all communication channels


• Ensure efficient and relevant sales performance provided by CSU teams


• Deliver fulfillment of individual and CSU teams targets – both - OKR’s and KPI’s


• Foster the growth and potential of subordinates: deliver timely and constructive feedback on results, leverage regular 1:1 session as coaching opportunity


• Manage employees access rights, follow and ensure data quality, CRM and Banking systems usage according to existing quality standards, processes and procedures with focus to minimize employees personally made mistakes


• Make sure customers’ requests to be solved on timely and high-level quality


• Lead proactively raise concerns to Customer Experience Unit regarding customer feedback received on relevant improvement opportunities as well as gaps in customer experience processes


• Take part and provides input for activities/projects related to CSU efficiency and customer service excellence


• Collaborate with other CSU Team Leads, CSU Project Coordinators, and other stakeholders, both locally and in pan-Baltic level


• Report and proactively approach direct unit manager regarding risks and opportunities acknowledged in CSU business performance


• Promote and execute a risk culture in the team that addresses risk awareness and risk-taking behavior

What We Expect: 

• Prior 1-3 years of managerial experience


• 1-2 years of working experience in a Call Center, preferably in Finance sector


• A proven track of experience in sales, including demonstrated ability to consistently achieve and exceed set sales targets


• Banking products and process knowledge


• Entrepreneurial mindset along with great negotiation & problem-solving ability


• Planning & prioritizing skills, including budget management


• Coaching and people development skills


• Prior experience in cross functional and cross border cooperation


• Solution and result orientated mindset


• Fluent Lithuanian and English are required in spoken and written communication due to working on the Pan-Baltic level

What We Offer:

• Flexibility. Flexible working hours, Hybrid work, and the possibility to work from anywhere in the EU, Iceland, Switzerland, and the UK (in total 90 days per year)


• International teams. Teams that go outside Pan-Baltic borders, where people value challenging work together with good humor and having fun


• More vacation. Additional weeks of vacation are available to all employees who have been in the company for 1 year or more


• Volunteer time off. We care about giving back to society, therefore, you will get additional days off for volunteering purposes


• Paid leave. We are proud of our employees who are participating in military training. Therefore, Luminor offers 30 fully paid calendar days for military training every year


• Health benefits. A competitive benefits package in addition to your salary that includes health insurance after the first 3 months pass in all three Baltic states, as well as Health days in case of your absence due to sickness without a doctor's note needed


• Wellbeing. Access to tools and resources that help you feel good and be productive at work and in life


• Professional growth. Internal and external training programs, workshops, conferences, online training, etc.


• Special Offer for Luminor products & services. Enjoy special offers & pricing for products and services provided by Luminor


• Gross salary. 3260 - 4500 EUR/month, which is to be determined depending on your level of experience and competencies

This is temporary contract covering a maternity leave. 

The application deadline is the 14th of August. We are looking for a candidate primarily already located within the Baltics. Please apply with your CV in English and PDF format!