Customer Support Manager Swedish German Danish or Finnishspeaking - Sany, India - Careerxtra

Description

We are working with a leadingOutsourcing/BPO consultancy who is seeking to onboard a Team Leaderto join their Customer Support teams inRiga.
Position:Customer Support Team LeaderLocation: RigaLatviaEmployment type:FulltimeDUTIES ANDRESPONSIBILITIES:

• Tomotivate develop and mentor team members in a dynamically changingenvironment
• Drive process performance toachieve and exceed SLA deliverables according to associatesbalanced scorecards
• Meet shrinkage productivityand attrition targets
• Manage/takeaccountability for dips in performance with adequate reinforcementplans proactively
• Ensure effective andconsistent communication with internal and externalcontacts
• Manage and delegate daily volumeswithin the team and coordinate activities to ensure daily BAUdelivery is in line with customer KPIs
• Keep adetailed understanding of processes/SOPs run by the team andability to bring in improvements and efficiencies withinoperations
• Create a mode of operations to beadhered to by team members in order to maintain good routine andorderliness
• Conduct team huddles to discussprocess updates feedback and key focus points for theday
• Answer and manage client queries/complaintsacross LOBs rectify issues and liaise with appropriate departmentsto handle complex issues in a bid to provide more effectivesolutions
• Mentor team in process &quality parameters conduct live/remote audits of clientinteractions
• Perform root cause analysis toidentify key defects and create action plans/goals toimprove
• Provide direct customer support callsanswer live chats and/or social media from customers to providequick resolution of issues and questions or may provide assistanceto a team member
• Create publish and maintainoperationsrelated reports in a timelymanner
• Discover training needs and support intraining to provide necessary coaching on theground
• Collaborate with different supportgroups Recruitment Training Quality HR Workforce to improve agentprofiling and performance
• Consider anyadditional ad hoc tasks that may contribute to operational needsbetter service to the client or improvement to theKPI
• Adhere to company and customer procedurespolicies confidentiality guidance and data protectionlegislation
• Record case resolutions in thecontact center tool based on client communication via phone emailchat etc.

REQUIREMENTS:

• ProficientSwedish German Danish or Finnish (C1) and fluent in English (B2)language both verbal and written
• At least 1year of a BPO/call centre experience as a TeamLeader
• Willingness to relocate to Riga oralready residing there
• EU citizenship or validwork permit for Latvia
• Computer literacy with aminimum typing skill of 50 wpm with 90%accuracy
• Excellent people management skillsshould have experience in previous roles
• Goodexperience in MS Office Word Excel andPowerPoint
• Strong experience in presentationskills
• Excellent communication and customerservice skills
• Excellent analytical andproblemsolving capabilities
• Ability to driveinitiatives in the team with creativity and a longtermvision
• Experience in initiating andimplementing processimprovements

OFFER:

• Paidstartup training and professional developmentsessions
• 8 hours shifts within the lineoperating hours 9 19 from Monday to Friday and 9 18 on Saturday andSunday
• Relocation support
• Adynamic and diverse job in a pleasant and modernenvironment
• Opportunities for personal andprofessional development
• Teambuildingactivities

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