Customer Service Supervisor with Polish Dutch Flemish orNorwegian

2 weeks 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:
  • 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

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

leadership,customersupport,presentation skills,team leader,customer serviceskills,process improvements,bpo,problem-solving skills,englishlanguage proficiency,operations,online support,peoplemanagement,dutch,team leadership,call centeradministration,training,leadership technique,ms office,bpo/callcentre experience,word,dutch speaking,analytical,norwegianspeaking,motivation,chat,powerpoint,polish speaking,serviceorientation,flemish,computer literacy,on-call support,email,typingspeed and accuracy,analyticalcapabilities,teamwork,communication,problem-solvingcapabilities,excel,technical support,norwegian,skills,teammanagement,problem-solving,english language,polish,problemsolving,customer,english,process improvement,call centreexperience,flemish speaking,eu citizenship,analytical skills,bpoexperience,communication skills,drive,team leaderexperience,customer service

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