Team Leader - Riga - TOPTALENT

Apraksts

Team Leader (Swedish)

Location: Riga, Latvia

Employment Type: Full-time

Duties and Responsibilities:

• To motivate, develop and mentor team members in a dynamically changing environment.
• Drive process performance to achieve and exceed SLA deliverables according to associates' balanced scorecards.
• Meet Shrinkage, Productivity, and attrition targets.
• Manage/take accountability for dips in performance with adequate reinforcement plans proactively.
• Performance Management: Week-on-week improvement of bottom quartile performers.
• Effective and consistent communication 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.
• Detailed understanding of processes/SOPs 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, conduct live/remote audits of client interactions.
• Perform Root Cause Analysis to identify key defects and create action plans/goals to improve.
• Provide Direct Customer Support, calls, 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, and Workforce to improve agent profiling and performance.
• Any additional ad hoc tasks that may contribute to operational needs, better service to the client or improvement to the KPI.
• Adhering to the company and customer procedures, policies, confidentiality guidance, and data protection legislation.
• Record case resolutions in the contact center tool based on client communication via phone, email, chat etc.

Requirements:

• Near native (Swedish 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 system.
• Computer literate with a minimum typing skill of 50 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.

Offer:

• A dynamic and diverse job in a pleasant and modern environment.
• Opportunities for personal and professional development.
• Shifts within the line operating hours 07:30 AM - 12:30 AM, from Monday to Sunday. 40 hours a week.

Salary: 2300 Euro

Additional Compensation: From outside Latvia - joining bonus of 1000 € gross as a one-time payment in lieu of a relocation bonus, paid out with their first payroll, 4 weeks accommodation on arrival.