Arbetsbeskrivning

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 in Swedish 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.