Do you speak one of the following Nordic languages; Swedish, Finnish, Norwegian or Danish and have experience from Team Leadership within the call-center industry? We are looking for new Team Leaders for our client in Riga - for a FinTech project!
Our client represents the connected world, offering innovative and customer-centric information technology experiences, enabling Enterprises, Associates and the Society to Rise™. We are a USD billion company with professionals across 90 countries, helping 988 global customers including Fortune 500 companies. Our convergent, digital, design experiences, innovation platforms, and reusable assets connect across a number of technologies to deliver tangible business value and experiences to our stakeholders. The Client has been recognized amongst India’s 50 best companies to work for in 2020 by the Great Place to Work®️ Institute.
Responsibilities:
To motivate, develop and mentor team members in a dynamically changing environment
Drive process performance to achieve and exceed SLA deliverables
Lead and deliver complex client engagements that help identify, design, and implement creative business solutions for the company
Provide excellent customer service and determine the needs of the client.
Implement and oversee the quality of deliverables and manage team relationships effectively to ensure exceptional performance
Manage Shrinkage, Productivity, and control attrition
Manage dips in performance with adequate reinforcement plans proactively
People management and associated responsibilities like performance and development management
Ability to communicate well and manage relationships 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
Understanding of processes 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
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 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 a better service to the client or improvement to the KPI
Adhering to the company and customer procedures, policies, confidentiality guidance, and data protection legislation
Qualifications & Requirements:
Customized working scheduledepending on the service window received from the client
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 systems
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 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
Nordic Jobs Worldwide
Nordic Jobs Worldwide is a professional Nordic recruitment company focused on connecting candidates from Sweden, Finland, Norway, and Denmark with businesses from all over the world.
Nordic Jobs Worldwide is the largest language recruitment agency in the Nordic region, with offices in Oslo, Tallinn, Malaga, Malta, and Lisbon. We match the most exciting jobs with Nordic talent worldwide. We have helped over 3000 people find their dream job with our 300+ partners in over 30 countries.
