Finnish Speaking Team Leader

hace 4 semanas

Málaga, España Recruitment Direct A tiempo completo

Finnish Speaking Team Leader – Call Centre

Riga, Latvia

Salary: €2300 gross per month

Responsibilities:

  1. Team Management:
  • Motivate, develop, and mentor team members in a dynamic environment.
  • Drive performance to meet or exceed SLA deliverables and team targets (shrinkage, productivity, and attrition).
  • Manage underperformance with proactive reinforcement plans.
  • Ensure consistent communication with internal/external contacts.
  • Conduct team huddles for process updates, feedback, and focus points.
Process & Performance Management:
  • Monitor and improve performance of bottom quartile team members.
  • Manage and delegate daily volumes to meet customer KPIs.
  • Understand team processes and bring improvements.
  • Conduct audits and perform root cause analysis for defects, creating action plans to address them.
Customer Support:
  • Provide direct customer support (calls, chats, social media).
  • Handle complex client queries and complaints.
  • Liaise with departments for effective issue resolution.
Reporting & Compliance:
  • Create and maintain operational reports.
  • Ensure adherence to company and client procedures, policies, and data protection regulations.
Collaboration & Training:
  • Discover and address training needs, providing coaching.
  • Collaborate with support groups like Recruitment, Training, HR, etc., for performance improvement.
  • Assist in operational tasks that improve KPIs and service delivery.

Requirements:

  1. Language Skills:
  • Finnish: C1 minimum level (both written and spoken).
  • English: B1+ or higher.
Technical Skills:
  • Strong computer literacy with a typing speed of 50 WPM and 90% accuracy.
  • Proficiency in MS Office (Word, Excel, PowerPoint).
  • Hands-on experience with back-office activities, especially Live Chat and Social Media.
Management & Customer Service:
  • Proven people management experience and strong leadership capabilities.
  • Prior experience in Customer Support, Customer Relationship, or Customer Service.
  • Ability to handle multiple assignments with a long-term vision and creativity.
  • Strong communication, presentation, and problem-solving skills.
Additional Qualities:
  • Self-motivated with a strong drive to meet deliverables.
  • Experience in process improvement initiatives.
  • Strong analytical capabilities and excellent problem-solving skills.

This role is ideal for someone with strong leadership skills, fluency in Finnish, and a passion for customer service.

It offers the opportunity to manage a team, drive performance improvements, and provide direct support to clients in a multinational environment.

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