- 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
Customer Service Supervisor Polish Dutch Flemish orNorwegian speaking - 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:
OFFER:
english languageproficiency,leadership technique,bpo/call centreexperience,norwegian,dutch speaking,technical support,analyticalcapabilities,english,customer service,norwegianspeaking,problem-solving,dutch,bpo,computer literacy,peoplemanagement,typing speed and accuracy,problem-solvingskills,chat,process improvements,on-call support,skills,call centeradministration,training,excel,drive,presentation skills,msoffice,team management,motivation,english language,problemsolving,bpo experience,team leaderexperience,teamwork,operations,powerpoint,email,communicationskills,team leader,customer support,communication,serviceorientation,eu citizenship,analytical,word,onlinesupport,polish,leadership,flemish,process improvement,customerservice skills,call centre experience,teamleadership,problem-solving capabilities,analytical skills,polishspeaking,flemish speaking,customer