1554
Alliance for Recruitment
Team Lead (English +1 foreign language speaking)
Alliance for Recruitment
Alliance for Recruitment

Team Lead (English +1 foreign language speaking)

Alliance for Recruitment

Job description

  • 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 the team and ability to bring in improvements and efficiencies within operations 
  • Create a mode of operations to be adhered to by team members 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 
  • Able to 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 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 on time 
  • Discover training needs and support in training to provide the necessary coaching on the 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 center tool based on client communication via phone, email, chat, etc. 

 

Requirements

  • English skills (B2 or higher level) in writing and speaking to understand documentation and log accurately in the client systems 
  • Additionally, you need to have one of the foreign language skills – German, Dutch, Polish, Swedish, Finnish, Norwegian or Danish (B2/C1 or higher level) 
  • At least 1-2 years experience as a customer service Team Lead 
  • Computer literatewith 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 of managing deliverables across multiple assignments 
  • Should be a self-motivated achiever 

Company offers

  • Working in flexible shifts 
  • Private medical insurance for self and family (spouse and kids) 
  • Career opportunities across the globe 
  • Learning- Access to multiple free trainings and courses via our internal learning platform  
  • Fun at work - multiple fun at work activities regularly 
  • Modern office at Jaunā Teika (Gustava Zemgala gatve 74, Riga)
Mēneša bruto algaBruto mēnesī  € 2100 - 2300

Atrašanās vieta

    Latvija

Darba veids

  • Pilna slodze
Kontaktpersona
Vineta Berzina
+37129830957

Alliance for Recruitment is the biggest recruitment agency in the Baltics, servicing clients in CEE & Nordics and creating a brighter future for people around! We are the largest headhunting house measured by capacity, a number of successful placements, and annual growth, raising a high-performing team of recruitment experts from various industries.


Reģistrācijas numurs302687119

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