TSMG is hiring a

Web3 Team Lead for Customer Support (Swedish speaking)

We are looking for a Team Lead for our client's German-speaking Customer Support team.

Our client represents the connected world, offering innovative and customer-centric information technology experiences. They rise together to create sustainable businesses that can bring about lasting change in our communities – to create an equal world, to be future ready, and to create value. It is a USD 6.5 billion company with 146,000+ professionals across 90 countries, helping 1250 global customers including Fortune 500 companies.  

They are focused on leveraging next-generation technologies including 5G, blockchain, metaverse, quantum computing, cybersecurity, artificial intelligence, and more, to enable end-to-end digital transformation for global customers.  

The company is certified as a Great Place to Work for by the Great Place to Work® Institute, included in the Bloomberg 2023 Gender-Equality Index for the fourth year in a row, and has been recognized as the only Indian IT company to make it to Dow Jones Sustainability Indices 2023, part of the DJSI World Index for the 9th consecutive year.

Responsibilites:

• 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 in a timely manner
• Discover training needs and support in training to provide the necessary coaching on 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:

• At least 1 to 2 years of work experience as a Team Leader
• Fluent Swedish language (written and spoken)
• 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