Team Leader

Grow- is working with a leading multinational technology BPO business that is looking for a Team Leader (Swedish) in Riga who will manage and support the CSA 

Position: Team Leader (Swedish)

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 & 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 (Swedish 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 07:30 AM - 12:30 AM, from Monday to Sunday. 40 hours a week