Team Leader
Team Leader
Posted on :
05-09-2024
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Job Description
Position: Team Leader (Swedish)
Location: Riga Latvia (onsite)
Employment type: Fulltime
DUTIES AND RESPONSIBILITIES:
- To motivate develop and mentor team members in a dynamically changing environment
- Drive process performance to achieve and exceed SLA deliverables according to associates balanced scorecards
- Meet Shrinkage Productivity and attrition targets
- Manage/take accountability for dips in performance with adequate reinforcement plans proactively
- Performance Management: Weekonweek improvement of bottom quartile performers
- Effective and consistent communication with internal and external contacts
- Manage & delegate daily volumes within the team and coordinate activities to ensure daily BAU delivery is in line with customer KPIs
- Detailed understanding of processes / SOPs run by team and ability to bring in improvements and efficiencies within operations
- Create a mode of operations to be adhered to by team members in order to maintain good routine and orderliness
- Conduct Team Huddles to discuss process updates feedbacks and key focus points for the day
- Answer and manage client queries/complaints across LOBs rectify issues and liaise with appropriate departments to handle complex issues in a bid to provide more effective solutions
- Able to mentor team in process & quality parameters conduct live / remote audits of client interactions
- Perform Root Cause Analysis to identify key defects and create action plans/goals to improve
- Provide Direct Customer Support calls answer live chats or/and social media from customers to provide quick resolution of issues and questions or may provide assistance to a team member
- Create Publish and Maintain operations related reports in a timely manner
- Discover training needs and support in training to provide the necessary coaching on ground
- Collaborate with the different support groups Recruitment Training Quality HR and Workforce to improve agent profiling and performance
- Any additional ad hoc tasks that may contribute to operational needs better service to the client or improvement to the KPI
- Adhering to the company and customer procedures policies confidentiality guidance and data protection legislation
- Record case resolutions in the contact center tool based on client communication via phone email chat etc.
REQUIREMENTS:
- Near native (Swedish C1) or native relevant market language and manageable English skills (B1 or better) in writing and speaking to understand documentation and log accurately in the client system
- Computer literate with a minimum typing skill of 50 wpm with 90% accuracy
- Excellent people management skills should have experience in previous roles
- Good experience in MS Office Word Excel and PowerPoint
- Strong experience in presentation skills
- Excellent communication and customer service skills
- Excellent analytical and problemsolving capabilities
- Ability to drive initiatives in the team with creativity and a longterm vision
- Experience in initiating and implementing process improvements
- Experience in Customer Support/Customer Relationship/Customer Service
- Handson experience in backoffice activities Live Chat and Social Media
- Take ownership to manage deliverables across multiple assignments
- Should be a selfmotivated achiever
OFFER:
- A dynamic and diverse job in a pleasant and modern environment
- Opportunities for personal and professional development
- Shifts within the line operating hours 07:30 AM 12:30 AM from Monday to Sunday. 40 hours a week
To apply for this position and to explore many other exciting opportunities visit and apply through our career page:
- 2300 Euro
- From outside Latvia joining bonus of 1000 gross as a onetime payment in lieu of a relocation bonus paid out with their first payroll 4 weeks accomodation on arrival
Remote Work :
No
Employment Type
Full Time
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