Qualified Team Lead for a Fintech Company

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 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.

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.

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