Customer Support Team Leader (Swedish). Letonia

David Kennedy Recruitment is working with a leading Outsourcing/BPO consultancy who is seeking to onboard a Team Leader to join their Customer Support teams in Riga.

Position: Customer Support Team Leader

Location: Riga, Latvia

Employment type: Full-time

DUTIES AND 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

Ensure effective and consistent communication with internal and external contacts

Manage and delegate daily volumes within the team and coordinate activities to ensure daily BAU delivery is in line with customer KPIs

Keep a detailed understanding of processes/SOPs run by the 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, feedback, 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

Mentor 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, and/or 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 necessary coaching on the ground

Collaborate with different support groups - Recruitment, Training, Quality, HR, Workforce - to improve agent profiling and performance

Consider any additional ad hoc tasks that may contribute to operational needs, better service to the client, or improvement to the KPI

Adhere to company and customer procedures, policies, confidentiality guidance, and data protection legislation

Record case resolutions in the contact center tool based on client communication via phone, email, chat, etc.

REQUIREMENTS:

Proficient Swedish (C1) and fluent in English (B2) language, both verbal and written

At least 1+ year of a BPO/call centre experience as a Team Leader

Willingness to relocate to Riga or already residing there

EU citizenship or valid work permit for Latvia

Computer literacy 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

OFFER:

Paid startup training and professional development sessions

8 hours shifts within the line operating hours 9 - 23 from Monday to Friday, and 11 - 18 on Saturday and Sunday

Relocation support

A dynamic and diverse job in a pleasant and modern environment

Opportunities for personal and professional development

Team-building activities