Alliance for Recruitment (EN)
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.
Our client is a multinational information technology services and consulting company across 90 countries.
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 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 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)
Monthly Salary:
Salary range: 2100 – 2300 EUR Gross
