Team Manager for Contact Center- Scandinavian

hace 2 semanas

Málaga, Málaga, España Intrum AB A tiempo completo
At Intrum, you will grow by making a difference. You will do it in a highly international environment and in a supportive culture where effort counts.


The Team Manager will be responsible for leading a team of Team Leaders utilizing strategic leadership and operational expertise, ensuring all members are able to deliver exceptional outcomes for our customers and our stakeholders.

The role holder will be responsible for supporting and delivering customer service excellence and operational objectives, through the successful development of our people, implementation of transformational change and role modelling of Intrum's culture, core values, and leadership behaviors.


Responsibilities:

  • Manage and guide direct reports in understanding, planning and delivering business processes and policies;
  • Provide robust people and Team management principles, such as effective motivation techniques, performance management, quality principles, build engagement and development initiatives to ensure that the team meets and exceeds KPI targets and expectations,, including call quality and compliance measurements;
  • When required, be an active part of global networks projects;
  • Meet operational and financial objectives; identify risk, initiate corrective actions to ensure SLA's and KPI's are continually reviewed and expectations are met; support the annual budget process;
  • Set clear improvement objectives for your Team members annual developments and complete quarterly performance reviews;
  • Guide Team Leaders to achieve targets through the use of available Management Information data;
  • Plan, evaluate, implement and continuously improve collection processes;
  • Build effective lines of communication with Managers, Team Leaders and Stakeholders;
  • Work with all stakeholders to ensure consistency in performance and management across the department;
  • In collaboration with work force management systems, monitor staff attendance to ensure adequate staffing levels for the collection department at all times;
  • Identify trends in performance and put the appropriate measures in place to increase performance in a timely manner;
  • Any other adhoc duties as required by management;
  • Comply with policies, guidelines, and data protection regulations.

Requirements:

  • Excellent leadership and management skills with experience from contact centre environment.
  • Great communication, interpersonal and stakeholder management skills.
  • English speaker and at least one of the Nordic languages.
  • Cultural awareness and experience from a multicultural environment.

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