Responsibilities
To motivate, develop and mentor team members in a dynamically changing environment.
Drive process performance to achieve and exceed SLA deliverables according to associates balanced scorecards.
Meet Shrinkage, Productivity, and attrition targets.
Manage / take accountability for dips in performance with adequate reinforcement plans proactively.
Performance Management: Week on week improvement of bottom quartile performers.
Effective and consistent communication with internal and external contacts.
Manage & delegate daily volumes within the team and coordinate activities to ensure daily BAU delivery is in line with customer KPIs.
Detailed understanding of processes / SOPs run by team and ability to bring in improvements and efficiencies within operations.
Create a mode of operations to be adhered to by team members in order to maintain good routine and orderliness.
Conduct Team Huddles to discuss process updates, feedbacks, and key focus points for the day.
Answer and manage client queries/complaints across LOBs, rectify issues and liaise with appropriate departments to handle complex issues in a bid to provide more effective solutions.
Able to mentor the team in process & quality parameters, conduct live / remote audits of client interactions.
Perform Root Cause Analysis to identify key defects and create action plans/goals to improve.
Provide Direct Customer Support, calls, answer live chats or/and social media from customers to provide quick resolution of issues and questions or may provide assistance to a team member.
Create, Publish and Maintain operations related reports in a timely manner.
Discover training needs and support in training to provide the necessary coaching on ground.
Collaborate with the different support groups – Recruitment, Training, Quality, HR, Workforce – to improve agent profiling and performance.
Any additional ad hoc tasks that may contribute to operational needs, better service to the client or improvement to the KPI.
Adhering to the company and customer procedures, policies, confidentiality guidance, and data protection legislation.
Record case resolutions in the contact centre tool based on client communication via phone, email, chat etc.
Requirements
Near native (interpreted as CEFR level C1) or native relevant market language and manageable English skills (B1+ or better) in writing and speaking to understand documentation and log accurately in the client system.
Computer literate with a minimum typing skill of 50 wpm with 90% accuracy.
Excellent people management skills should have experience in previous roles.
Good experience in MS Office – Word, Excel, and PowerPoint.
Strong experience in presentation skills.
Excellent communication and customer service skills.
Excellent analytical and problem-solving capabilities.
Ability to drive initiatives in the team with creativity and a long-term vision.
Experience in initiating and implementing process improvements.
Experience in Customer Support/Customer Relationship/Customer Service
Hands-on experience in back-office activities – Live Chat and Social Media.
Take ownership to manage deliverables across multiple assignments.
Should be a self-motivated achiever.
What we offer
Relocation package and full support in the relocation process
Working in an international environment
Career opportunities
Working in a place where new ideas and process improvement are always appreciated
Benefits – health insurance, team-building activities, taxi services, free gym, etc.
Engage in additional sports and social responsibility activities
Flexible work schedule
Salary above the average level in Latvia
Professional training and excellent experience in customer care
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If you believe this role is the right fit for you, we encourage you to apply. We look forward to scheduling an interview with you soon.