Project Manager in Operations

3 weeks ago

Stockholm, Stockholm, Sweden Grow-Talent Full time

Estimate Salary: $45,000 - $60,000 per annum

About the Role:

We are looking for a skilled Project Manager to join our team in Riga, Latvia. The successful candidate will be responsible for managing and supporting a dynamic team in delivering exceptional results.

Duties and Responsibilities:
  • To motivate, develop and mentor team members to achieve high performance in a rapidly changing environment;
  • To drive process performance and meet service level agreements (SLA) through balanced scorecards;
  • To lead the team to achieve shrinkage, productivity, and attrition targets;
  • To identify and manage dips in performance with effective reinforcement plans;
  • To perform week-on-week improvement of bottom-quartile performers;
  • To maintain consistent and effective communication with internal and external contacts;
  • To manage daily volumes within the team and coordinate activities to ensure delivery aligns with customer KPIs;
  • To understand processes and SOPs run by the team and implement improvements and efficiencies;
  • To create a mode of operations for the team to follow;
  • To conduct regular team huddles to discuss updates, feedback, and key focus points;
  • To respond to client queries and complaints across various lines of business (LOB), resolve issues, and liaise with relevant departments;
  • To mentor team members on process and quality parameters, conduct live/remote audits of client interactions;
  • To perform root cause analysis to identify defects and create action plans/goals to improve;
  • To provide direct customer support via calls, live chats, or social media;
  • To discover training needs and support training to coach team members on-ground;
  • To collaborate with recruitment, training, quality, HR, and workforce teams to improve agent profiling and performance;
  • To perform ad-hoc tasks that contribute to operational needs, better service to clients, or improvement of KPIs;
  • To adhere to company procedures, policies, confidentiality guidance, and data protection legislation;
Requirements:
  • Near-native Swedish language skills (C1) and manageable English skills (B1+) in writing and speaking;
  • Computer literacy with a minimum typing speed of 50 wpm and 90% accuracy;
  • Excellent people management skills with prior experience in similar roles;
  • Strong experience in MS Office Word, Excel, PowerPoint, and 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;
  • Hands-on experience in back-office activities, live chat, and social media;
  • Ability to take ownership of deliverables across multiple assignments;
  • Self-motivation and achievements;
Offer:
  • A dynamic work environment in a modern office setting;
  • Opportunities for personal and professional development;
  • Shifts within standard operating hours (07:30 AM - 12:30 AM, Monday to Sunday) for 40 hours a week;

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