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The Rewards and Benefits on offer:
- The opportunity to work with an award-winning team who are at the pinnacle of their industry
- Competitive basic salary
- Incredibly friendly team working environment
- Training and Development opportunities
- The opportunity to secure a permanent contract from day one!
Mtrec’s New job opportunity:
MTrec Commercial are proudly supporting our new, market leading client, who, due to significant expansion are seeking to employ a motivated and attentive Team Leader who is fluent in either Swedish, Norwegian or Danish, to start a new position in soon!. The company are ideally situated just north of Newcastle city centre and have excellent links to public transport; however, you do not have to live local as this role is remote. The company also provides industry leading training and progression as well as the chance to work as part of a close-knit friendly team of customer service professionals.
The job you will be doing:
- Ability to operate effectively in a fast-paced environment with constantly changing priorities.
- Coach, develop and provide feedback to your team to ensure they take ownership and effectively use their judgement when making decisions in line with business goals.
- Begin your day by evaluating the previous day’s/week’s/ month’s performance reports and make decisions for the day ahead based on them.
- Become an ambassador for the client and lead by example, demonstrate values, actively encourage best practice and support the company in changes to policies and procedures.
- Actively develop your advisors through monthly 1-2-1’s, quarterly reviews and personal development plans.
- Identify your top performers and reward/recognize them for their achievements in line with group recognition schemes.
- Hold meetings with your peer group as required to make real time adjustments based on the day’s performance throughout the shift.
- Utilise all reports available to build your focus for the day, prioritize your actions according to the impact on employees, customers and client satisfaction.
- Submit relevant reports to the Assistant Call Centre Manager (ACCM) for review.
- Motivate team members to perform at a consistently high level, through providing regular feedback and setting clear expectations.
- You’ll positively and proactively address all types of performance, attendance and other KPIs.
- You will be expected to become a knowledge expert in terms of the client’s products and services.
- Regularly attend client calls and present results to the client, clearly and coherently.
- Proactively participate in engagement initiatives. Handle consumer escalations on behalf of the team and the client’s CEO.
- The role will be working Monday to Friday, though in the future you may need to work 5 days out of 7.
About you:
- Native or Professional level in either Swedish, Norwegian or Danish and English is essential
- Proven people management skills with the ability to lead and motivate a team and act as a role model.
- Experience of working in a contact centre environment and experience of working with salesforce and working with MS teams.
- Demonstrable experience of managing multiple workflows to a set of targeted KPI’s.
- Performance and Quality management experience.
- Used to working in a high volume, fast paced, ever changing environment.
- Proven ability to multi-task a number of sometimes conflicting priorities.
- Passion for working as part of a team.
- Self-motivated, flexible and able to adapt to changing circumstances.
- Strong customer focus and willingness to promote service excellence within the team.
- Ability to recognize when an issue is escalating and act on this in an appropriate way.
- Excellent written and verbal communication skills, an eye for detail, spelling and accuracy
- Able to communicate well with staff on all levels.
- Good time management and organizational skills.
- Ability to make the right decision under pressure.
- Take ownership of situations with positivity and a can do attitude.
