Nordics Speakers

BPO with prestigious clients is recruiting a new team due a new client onboarding

**The company you're going to work at**:
BPO with prestigious clients in several areas such as hospitality and bank is recruiting a new team due a new client onboarding.

**Your new role**:
Ensure successful completion of coaching and performance de management requirements;
Plan to deliver and to ensure alignment to global standards;
Coach and develop agents by providing the skills and knowledge to perform their job;
Continually review and monitor work performance of all agents against agreed KPIs;
Have regular meetings with each agent and ad hoc documented meetings to discuss specific events, issues and concerns;
Proactively manage team absenteeism and attrition;
Ensure return to work interviews are completed;
Perform the real time management of agents;
Keep the Operations Manager informed about the day-to-day operations of the project (main indicators and trends);
Perform the continuous performance management discussion with the agent to review annual performance;
Ensure key messages are communicated and cascaded to all team members;
Encouraging feedback and sharing of ideas and best practice;
Connect with each agent on a daily basis, virtually or in person, to check-in, build connections and provide support;
Promote awareness of engagement surveys and ensure actions from surveys are implemented and continuously reviewed;
Continuously monitor agent calls, either via side by side or remote monitoring, across a sample of transaction types, ensuring performance metrics are consistently achieved;
Ensure accurate and timely communication of any client issues to Operations Manager;
Ensure appropriate actions are taken to improve client satisfaction survey scores.

**What you need to be successful**:
Minimum 1 year working in BPO production or comparable customer service;
Advanced level of English (at least C1) and other European Nordic Language (Native) - Norwegian, Swedish, Danish or Dutch;
Customer-focused approach to problem-solving;
Previous team management experience (nice to have).

**What the company can offer you**:
Hybrid Working Model (2/3 days remote per week);
Performance Bonus;
Employee discounts;
Private healthcare & dental insurance;
And more.

**Next step**:
1030496

Pacote salarial atrativo