Team Lead - Customer Service German Swedish Dutch
Team Lead - Customer Service German Swedish Dutch
Posted on :
05-09-2024
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1 Vacancy
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Job Description
We are hiring Team Lead Customer Service for our client based in Riga Latvia.
Position: Team Lead Customer Service (German / Swedish / Dutch)
Work model: Onsite
Employment type: Fulltime Permanent
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: Week on week 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 on time 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 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
Requirements
Ideal Profiles:
- 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.
Are you the perfect fit Great Please share your updated CV and we will get back to you as soon as possible.
Employment Type
Full Time
Key Skills
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