Swedish-Speaking Team Leader To Riga, Latvia
Há 1 mês
Job Title: Swedish-Speaking Team Leader To Riga, Latvia
About the Role:
We are seeking a highly motivated and experienced Team Leader to lead our Swedish-speaking team in Riga, Latvia. As a Team Leader, you will be responsible for motivating, developing, and mentoring team members in a dynamically changing environment.
Key Responsibilities:
- Motivate and develop team members to achieve high performance
- Drive process performance to achieve and exceed SLA deliverables
- Lead and deliver complex client engagements
- Provide excellent customer service and determine client needs
- Implement and oversee quality of deliverables and manage team relationships
- Manage Shrinkage, Productivity, and control attrition
- Manage dips in performance with adequate reinforcement plans
- People management and associated responsibilities like performance and development management
- Communicate well and manage relationships with internal and external contacts
- Manage and delegate daily volumes within the team and coordinate activities to ensure daily BAU delivery is in line with customer KPIs
- Understand processes run by team and bring in improvements and efficiencies within operations
- Create a mode of operations to be adhered to by team members
- Conduct Team Huddles to discuss process updates, feedback, and key focus points for the day
- Answer and manage client queries/complaints across LOBs, rectify issues, and liaise with appropriate departments
- Mentor team in process & quality parameters
- Perform Root Cause Analysis to identify key AFIs and create action plans/goals to improve
- Provide Direct Customer Support, answer live chats or/and social media from customers
- Create, Publish and Maintain operations related reports in a timely manner
- Discover training needs and support in training to provide necessary coaching
- Collaborate with different support groups to improve agent profiling and performance
- Adhere to company and customer procedures, policies, confidentiality guidance, and data protection legislation
Requirements:
- Near native (CEFR level C1) or native Swedish language and manageable English skills (B1+ or better)
- At least 1-2 years' experience as customer service Team Lead
- Computer literate with a minimum typing skill of 30 wpm with 90% accuracy
- Excellent people management skills
- Good experience in MS Office - Word, Excel, and PowerPoint
- Strong 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
- Self-motivated achiever
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