SCANDINAVIAN TEAM LEADER - customer services

LOCATION:

LEICESTER, ENGLAND

JOB SUMMARY:

-The company is expanding quickly into the Nordic zone - with a particular focus on Scandinavia.
-In order to drive speed of growth and maintain excellence of service they are looking for an experienced team leader fluent in at least one of the Scandinavian languages (ideally Swedish).

KEY RESPONSIBILITIES:

-Support and management of a team of 11 Customer Service Representatives
-Ensure industry leading service is offered to customers.
-Responsible for ensuring all customer emails and calls are dealt with appropriately within set targets.
-1- 2- 1 coaching on quality
-Process improvement and KPI's
-Personal Development plans


KEY SKILLS / EXPERIENCE REQUIRED:

-Swedish or Danish or Norwegian (fluent to business standard - spoken/written/read)
-English (fluent spoken/written/read - to business level)
-Strong people management skills gained within a contact centre - ideally of award winning standards
-Strong organisational skills
-Complaints process handling
-Daily MI Reporting and interpreting
-SLA KPIs (ACT and Abandonment rate)
-1 -2- 1 coaching on quality
-Process improvement
-Recruitment

BENEFITS:
Excellent benefits package

START DATE:
As soon as possible - urgent vacancy, need applicants who can start within 4 weeks of job offer.