Team Leader (Swedish) - Relocation Support to Riga

Grow-Talent.com; Stockholms kommun; On-site; SEK 420,000 - 540,000; Full time

Benefits offered by this job

Opportunities for personal and professional development

Dynamic and diverse job environment

40 hours per week

Job summary

A leading technology outsourcing firm is seeking a Team Leader (Swedish) to manage and support customer service associates in Riga. The role involves motivating team members, driving process performance, and ensuring customer satisfaction. Candidates should have near-native Swedish and solid English communication skills. The position offers a dynamic work environment with opportunities for personal and professional development. Working hours are flexible within the operating hours of 07:30 AM - 12:30 AM, 40 hours per week.

Qualifications

• Near native (Swedish C1) or native language and manageable English skills (B1+).
• Computer literate with a minimum typing skill of 50 wpm.
• Experience in customer support/relationship roles.
• Excellent communication and customer service skills.
• Analytical mindset with problem-solving capabilities.
• Experience driving process improvements and KPI delivery.

Responsibilities

• Motivate, develop, and mentor team members.
• Drive process performance to achieve SLA deliverables.
• Manage daily volumes within the team and ensure delivery.
• Manage and delegate daily volumes to ensure BAU delivery aligns with KPIs.
• Conduct team huddles and provide updates on process changes.
• Provide direct customer support across channels and resolve complex issues.
• Collaborate with Recruitment, Training, Quality, HR and Workforce teams.
• Adhere to procedures, policies and data protection guidelines.

Skills

People management

Communication skills

Analytical skills

Problem-solving

Process improvement

Presentation skills

Swedish language (C1)

Typing speed 50 wpm

MS Office (Word, Excel, PPT)

Tools

MS Office (Word, Excel, PowerPoint)

Excel

PowerPoint

Job description

Team Leader (Swedish) - Relocation Support to Riga

Job Openings Team Leader (Swedish) - Relocation Support to Riga

About the job Team Leader (Swedish) - Relocation Support to Riga

Grow-Talent.com is working with a leading multinational technology BPO business that is looking for a Team Leader (Swedish) in Riga who will manage and support the CSA

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
• 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 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, and 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:

• Near native (Swedish 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

OFFER:

• A dynamic and diverse job in a pleasant and modern environment
• Opportunities for personal and professional development
• Shifts within the line operating hours 07:30 AM - 12:30 AM, from Monday to Sunday. 40 hours a week