Swedish Speaking Team Leader – Call Centre
Riga, Latvia
Salary: €2300 gross per month
Responsibilities:
Team Management:
Motivate, develop, and mentor team members in a dynamic environment.
Drive performance to meet or exceed SLA deliverables and team targets (shrinkage, productivity, and attrition).
Manage underperformance with proactive reinforcement plans.
Ensure consistent communication with internal/external contacts.
Conduct team huddles for process updates, feedback, and focus points.
Process & Performance Management:
Monitor and improve performance of bottom quartile team members.
Manage and delegate daily volumes to meet customer KPIs.
Understand team processes and bring improvements.
Conduct audits and perform root cause analysis for defects, creating action plans to address them.
Customer Support:
Provide direct customer support (calls, chats, social media).
Handle complex client queries and complaints.
Liaise with departments for effective issue resolution.
Reporting & Compliance:
Create and maintain operational reports.
Ensure adherence to company and client procedures, policies, and data protection regulations.
Collaboration & Training:
Discover and address training needs, providing coaching.
Collaborate with support groups like Recruitment, Training, HR, etc., for performance improvement.
Assist in operational tasks that improve KPIs and service delivery.
Requirements:
Language Skills:
Swedish: C1 minimum level (both written and spoken).
English: B1+ or higher.
Technical Skills:
Strong computer literacy with a typing speed of 50 WPM and 90% accuracy.
Proficiency in MS Office (Word, Excel, PowerPoint).
Hands-on experience with back-office activities, especially Live Chat and Social Media.
Management & Customer Service:
Proven people management experience and strong leadership capabilities.
Prior experience in Customer Support, Customer Relationship, or Customer Service.
Ability to handle multiple assignments with a long-term vision and creativity.
Strong communication, presentation, and problem-solving skills.
Additional Qualities:
Self-motivated with a strong drive to meet deliverables.
Experience in process improvement initiatives.
Strong analytical capabilities and excellent problem-solving skills.
This role is ideal for someone with strong leadership skills, fluency in Swedish, and a passion for customer service.
It offers the opportunity to manage a team, drive performance improvements, and provide direct support to clients in a multinational environment.
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