Team Leader

hace 4 semanas

Buenos Aires, Argentina David Kennedy Recruitment A tiempo completo

David Kennedy Recruitment is working with a leading multinational technology BPO business that is looking for a Team Leader (Swedish) in Riga who will manage and support the CSA 

Position: Team Leader (Swedish)

Location: Riga, Latvia (on-site)

Employment type: Full-time 


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: 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 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 problem-solving capabilities
  • Ability to drive initiatives in the team with creativity and a long-term vision
  • Experience in initiating and implementing process improvements
  • Experience in Customer Support/Customer Relationship/Customer Service
  • Hands-on experience in back-office activities – Live Chat and Social Media
  • Take ownership to manage deliverables across multiple assignments
  • Should be a self-motivated 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

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