Do you speak Swedish, 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. We are a USD billion company with professionals across 90 countries, helping 988 global customers including Fortune 500 companies. The Client has been recognized amongst India's 50 best companies to work for in 2020 by the Great Place to Work? Institute.
Responsibilities:
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
Provide excellent customer service and determine the needs of the client
Implement and oversee the quality of deliverables and manage team relationships effectively
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 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 and rectify issues
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
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
Qualifications & Requirements:
Customized working schedule depending on the service window from the client
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 with experience in previous roles
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
Should be a self-motivated achiever
#J-18808-Ljbffr