Qualified Team Lead for a Fintech Company

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 the 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 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 centre tool based on client communication via phone email chat etc.

Requirements

• Near native (interpreted as CEFR level 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.

What we offer

• Relocation package and full support in the relocation process

• Working in an international environment

• Career opportunities

• Working in a place where new ideas and process improvement are always appreciated

• Benefits health insurance teambuilding activities taxi services free gym etc.

• Engage in additional sports and social responsibility activities

• Flexible work schedule

• Salary above the average level in Latvia

• Professional training and excellent experience in customer care

If you believe this role is the right fit for you we encourage you to apply. We look forward to scheduling an interview with you soon.