We are looking for a Team Leader for the Telenor account in Larnaca.
Job Opportunity: Swedish Team Manager:
We are looking for a talented and accomplished Swedish Team Manager to be responsible for supervising an assigned team to meet or exceed client / corporate goals, and for coaching and motivating advisors by providing the skills and knowledge to perform their job.
As a Team Manager, your daily responsibilities will include:
- Apply a process of continuous review and proactive management of absenteeism and attrition for all Advisors in the team, ensuring return to work and exit interviews are completed.
- Continually review and monitor work performance of all Advisors against agreed KPI’s, instigating appropriate corrective action, using performance management tools, to manage any shortfall.
- Undertake formal quarterly performance reviews and 1:1 monthly meeting with each Advisor, ensuring objectives are continuously reviewed and linked to business KPI’s.
- Ensure Advisors are recognized and rewarded for outstanding achievements/performance in line with company mission and values.
- Provide clear direction and guidance to ensure consistent achievement of key performance metrics.
- Facilitate a culture of open and honest 2-way communication, ensuring key messages are cascaded to all team members, encouraging feedback and sharing of ideas and best practice.
- Maintain an environment which supports the spirit of teamwork, where Advisors are committed, loyal and take pride in working for the company; ensure actions from employee satisfaction survey are implemented and continuously reviewed.
- Coach, develop and motivate Advisors by providing the skills and knowledge to perform their job, together with opportunities for skills expansion and career development.
- Continuously monitor Advisor calls/chats/email in line with iCoach, either via deskside or remote monitoring, ensuring performance metrics are consistently achieved.
- Ensure accurate and timely communication of any client/campaign issues to Operations Manager
- Ensure appropriate actions are taken to improve client satisfaction survey scores.
- Implementation of the GOS processes
Job requirement
- Native or proficient level of Swedish and English (C2/C1 verbal and written communication skills)
- At least 6 months experience in a BPO
- At least 6 months tenure within Foundever
- Experience managing a team would be a plus
Knowledge/Abilities
- People oriented
- Above average target achievement in the most important project KPIs.
- Structured way of working
- Familiarity with ticketing systems.
- Early adopter of technology
- Ability to put callers at ease
- Dependable, reliable and able to perform duties with minimum supervision
- Ability to interact positively with peers and supervisors.
- A curiosity and passion for Artificial Intelligence (AI) concepts and applications - experience of application/use of these in a business environment would be a plus.
Typical Qualifications
- Education (if beyond High School or equivalent)
- Preferable college degree or related work experience
Skills:
- Impeccable disciplinary behavior
- High level of self-motivation
- Analytical thinking, flexibility
- Ability to work under pressure
- Strong communication skills
- Employee motivation
- Strong customer and service orientation
Successful applicants:
- Should be meeting their KPI targets in the last 3mths from application
- Should have no more than 8hrs justified/mth & 0hrs unjustified/mth in the last 3mths from application
- Should not be on a Performance Improvement Plan