Qualified Team Lead for a Fintech Company

hace 2 meses


Buenos Aires, Argentina Recruitas A tiempo completo

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 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.


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, team-building 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.



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