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Team Leader Contact Center- Finnish Speaker

hace 4 semanas

Malaga, 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.

As a team leader you will be responsible for ensuring a highly efficient service to every customer who communicates with Intrum. Through effective coaching, mentoring, development and quality assessments, the Team Leader will develop and motivate his/her team to achieve and exceed expectations.

Key accountabilities and responsibilities- Leading direct reports in understanding and delivering against business processes and policies.- Provide direction and develop a team to ensure that they satisfy the requirements of their role in accordance with Intrum’s core values.- Work alongside your team so that they are aware of call statistics, KPIs and any other relevant targets and visuals to aid them in completing their duties.- Lead the team to achieve customer satisfaction.- Ensure to always act as a role model and conduct yourself with professionalism.- Conduct regular one-to-one meetings and coaching sessions for each member of the team to guide and develop their current skillset and increase performance capability.- Identify opportunities for continual improvement, initiating positive changes to the benefit of Intrum and the customer.- Support, encourage and inspire Team Members to achieve targets.- Ensure and build effective lines of communication with your team and rest of managers.- Conduct quality evaluations for each team member according to internal procedures.

Required competencies & skills- Good understanding and experience of multi-channel contact centers.- Excellent communication and listening skills.- Strong problem-solving and decision making and ability to multi-task, prioritize and meet timelines.- Strong relationship-building across the entire organization.- Critical thinking and ability to propose initiative.- Insight into financial services is considered a plus.-
- Fluent English (C2 level) and native in Finnish.