Swedish Speaking Team Leader - Call Centre
- Location
- Riga City, Riga, Latvia
- Salary
- €2.3k per month + relocation
- Job type
- Permanent Vacancy
- Fluent Language
- Swedish
- Category
- Call Centre, Customer Service
- Job Reference
- cx6563ri
- Posted on
- 23 Nov 2024
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About the Role:
Swedish Speaking Team Leader – Call Centre
Riga, Latvia
Salary: €2300 gross per month
Responsibilities:
- Team Management:
- Motivate, develop, and mentor team members in a dynamic environment.
- Drive performance to meet or exceed SLA deliverables and team targets (shrinkage, productivity, and attrition).
- Manage underperformance with proactive reinforcement plans.
- Ensure consistent communication with internal/external contacts.
- Conduct team huddles for process updates, feedback, and focus points.
- Process & Performance Management:
- Monitor and improve performance of bottom quartile team members.
- Manage and delegate daily volumes to meet customer KPIs.
- Understand team processes and bring improvements.
- Conduct audits and perform root cause analysis for defects, creating action plans to address them.
- Customer Support:
- Provide direct customer support (calls, chats, social media).
- Handle complex client queries and complaints.
- Liaise with departments for effective issue resolution.
- Reporting & Compliance:
- Create and maintain operational reports.
- Ensure adherence to company and client procedures, policies, and data protection regulations.
- Collaboration & Training:
- Discover and address training needs, providing coaching.
- Collaborate with support groups like Recruitment, Training, HR, etc. , for performance improvement.
- Assist in operational tasks that improve KPIs and service delivery.
Requirements:
- Language Skills:
- Swedish: C1 minimum level (both written and spoken).
- English: B1+ or higher.
- Technical Skills:
- Strong computer literacy with a typing speed of 50 WPM and 90% accuracy.
- Proficiency in MS Office (Word, Excel, PowerPoint).
- Hands-on experience with back-office activities, especially Live Chat and Social Media.
- Management & Customer Service:
- Proven people management experience and strong leadership capabilities.
- Prior experience in Customer Support, Customer Relationship, or Customer Service.
- Ability to handle multiple assignments with a long-term vision and creativity.
- Strong communication, presentation, and problem-solving skills.
- Additional Qualities:
- Self-motivated with a strong drive to meet deliverables.
- Experience in process improvement initiatives.
- Strong analytical capabilities and excellent problem-solving skills.
This role is ideal for someone with strong leadership skills, fluency in Swedish, and a passion for customer service.
It offers the opportunity to manage a team, drive performance improvements, and provide direct support to clients in a multinational environment.