Target Group are a leading business services provider in lending, investments and insurance, creating value for our clients through digital customer journey, outsourcing and operational transformation.
We are currently working with a well known global company supporting on a project based in Cardiff.
We are looking for Norwegian Speaking Team Leaders to support with the following tasks:
1. To motivate, develop and mentor team members in a dynamically changing environment
2. Drive process performance to achieve and exceed SLA deliverables according to associates balanced scorecards
3. Take accountability for dips in performance with adequate reinforcement plans proactively
4. Effective and consistent communication with internal and external contacts
5. Manage & delegate daily volumes within the team and coordinate activities to ensure daily BAU delivery is in line with customer KPI's
6. Create a mode of operations to be adhered to by team members in order to maintain good routine and orderliness
7. Conduct Team Huddles to discuss process updates, feedbacks, and key focus points for the day
8. Answer and manage client queries/complaints, rectify issues and liaise with appropriate departments to handle complex issues in a bid to provide more effective solutions
9. Able to mentor team in process & quality parameters, conduct live / remote audits of client interactions
10. Perform Root Cause Analysis to identify key defects and create action plans/goals to improve
11. 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.
12. Create, Publish and Maintain operations related reports in a timely manner
13. Discover training needs and support in training to provide the necessary coaching on ground
14. Collaborate with the different support groups – Recruitment, Training, Quality, HR, Workforce – to improve agent profiling and performance
15. Any additional ad hoc tasks that may contribute to operational needs, better service to the client or improvement to the KPI
Requirements
Ideally applicants will have the following:
16. Ability to speak fluent Norwegian
17. Excellent people management skills gained in previous roles
18. Computer Literate - Good experience in MS Office – Word, Excel, and PowerPoint
19. Excellent communication and customer service skills
20. Excellent analytical and problem-solving capabilities
21. Ability to drive initiatives in the team with creativity and a long-term vision
22. Experience in initiating and implementing process improvements
23. Hands-on experience in back-office activities – Live Chat and Social Media
If successful, this role will be subject to a credit check and DBS check.
Benefits
24. Competitive salary between £35,000 - £40,000 per annum
25. Immediate start dates throughout June and July
26. The opportunity to work for a global organisation
27. Full time shifts for the duration of the 6 month contract, working 5 out of 7 days