Customer Service Team Lead Polish Dutch Flemish or Norwegianspeaking - Sany, India - Careerxtra

Description

• 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.

• ProficientPolish Dutch Flemish or Norwegian speaking (C1) and fluent inEnglish (B2) language both verbal andwritten
• At least 1 year of a BPO/call centreexperience as a Team Leader
• Willingness torelocate to Riga or already residing there
• EUcitizenship or valid work permit forLatvia
• Computer literacy with a minimum typingskill of 50 wpm with 90% accuracy
• Excellentpeople management skills should have experience in previousroles
• Good experience in MS Office Word Exceland PowerPoint
• Strong experience inpresentation skills
• Excellent communication andcustomer service skills
• Excellent analyticaland problemsolving capabilities
• Ability todrive initiatives in the team with creativity and a longtermvision
• Experience in initiating andimplementing processimprovements

• 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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