Customer Support Manager Swedish German Danish or Finnishspeaking

3 days ago

sany, India Careerxtra Full time
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

teamwork,english,leadershiptechnique,typing speed and accuracy,german,onlinesupport,finnish,swedish,skills,bpo,communication,teamleadership,danish,operations,eu citizenship,bpo experience,callcenter administration,call centre experience,customerservice,analytical,problem solving,process improvements,teammanagement,problem-solving,leadership,on-callsupport,customer,service orientation,presentation skills,technicalsupport,chat,training,analytical skills,ms office,computerliteracy,team leader experience,email,customer support,peoplemanagement,drive

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