Team Leader

hace 2 semanas

Madrid, España buscojobs España A tiempo completo

David Kennedy Recruitment is working with a leading multinational technology BPO business that is looking for a Team Leader (Finnish) in Riga who will manage and support the CSA.

Position : Team Leader (Finnish)

Location : Riga, Latvia (on-site)

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 and 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 (Finnish 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 AM - 07 PM, from Monday to Sunday. 40 hours a week.
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