Team Leader - Swedish Speaking

Swedish (Fluent Speaking) – Team Leader

Here at Tech Mahindra, we have a fantastic opportunity for fluent Swedish Speaking – Team Leaders to join our fantastic Customer Service team on a 6-month Fixed Term Contract!

The Role:

As a Team Leader, you are responsible for ensuring our Customer Service Agents provide and maintain a best-in-class customer service offering to our clients’ customers.

You will do this by building an effective capability within the team to ensure you deliver against customer KPIs, whilst continually maintaining all quality and regulatory procedural standards.

You will lead, develop, coach, and motivate your team members with purpose to ensure they are self-aware and capable of delivering their individual KPIs.

Role Responsibilities:

• Driving a team performance culture that has a customer centric ethos focused on delivering to customer needs.
• Plan, organise, oversee, and monitor team activities against scorecard objectives, standards, and service levels.
• Respond to performance related queries from the client and work closely with the team to ensure SLAs are met.
• Conduct call listening activities (recorded/live) as well as non-voice channel observations and provide constructive feedback to agents.
• Conduct regular 1-2-1 and coaching sessions with individual team members, to ensure they are fully supported to improve and deliver excellent customer experience and support customer needs.
• Resolve customer complaints and queries escalated from team members, only further escalating critical problems as and when required.
• Develop team knowledge and understanding of business plans, and current performance, to enable them to contribute effectively to delivering to business objectives.
• Provide support as required to other teams and Team Leaders to facilitate the effective delivery of operational activities and the swift resolution of any problems or issues.
• Maintain knowledge of regulatory and legal requirements relevant to the role and team, ensuring that all team members comply.
• Conduct a variety of team leader duties such as performance reviews, disciplinary investigations, return to work interviews etc.

What we are looking for:

• You will need to be a fluent Swedish speaker as you will be analysing Swedish speaking customer interactions.
• Proven experience as a Team Leader within a contact centre/BPO environment ideally.
• You will have great data analytic and problem-solving skills.
• Excellent attention to detail and ability to maintain accuracy.
• Excellent problem-solving skills.
• Excellent written and verbal communication skills (fluent Swedish ).
• Strong attention to detail.
• Ability to work to targets but ensure customer experience is your primary focus.
• Experience in initiating and implementing process improvements.
• Excellent analytical and problem-solving capabilities.
• Experienced in MS Office – Word, Excel, and PowerPoint.
• Demonstrable track record of managing successful teams and developing individual team members through set KPI matrix.

Mandatory DBS and Credit Check Requirements:

• You must have no unspent criminal convictions.
• You must have no adverse credit or CCJs.

Working Hours:

• You will work 5 days out of 7 between Mon and Sun

(We do require full flexibility to work shift rotations)

Salary:

• £35,000 - £40,000 p/a (dependent on experience)

Business Overview:

Tech Mahindra is a multi-billion £ company who employ over 125,000 professionals across ninety countries, helping over a thousand customers, including fortune five hundred companies achieve excellent customer experience.

At Tech Mahindra, a culture of driving positive change , celebrating each moment , and empowering all to Rise drives us to dream, do, and become more. By living our culture, both as individuals and as a team, we establish and advance our presence as a brand that is global, innovative, and caring.

Our culture also leads the way for us to be and become a Company with a Purpose . We try to achieve this by making responsibility personal and adopting sustainability as a way of life at Tech Mahindra.

That is the Tech Mahindra way… to RISE!

What makes a wonderful team? A Diverse team!

We are passionate about finding the right people to join our team and we understand that everyone has specific things they want for their personal and career development, so please do speak to us, and let us know what matters to you!

Interested? Contact our Talent Acquisition team! We look forward to speaking with you!

A job is not just a job. It is who you are!

Tech Mahindra is an equal opportunity employer and is proud to be a Disability Confident employer.

We actively encourage individuals with disabilities to apply for this position and to disclose any specific requirements for the application and interview process.

Our commitment to diversity extends beyond recruitment, as we strive to create a workplace that embraces differences and values the unique contributions of every team member.

If you require any reasonable adjustments to participate in the application or interview process, please speak with your recruiter and we will work with you to ensure a smooth and accessible experience.

Join us in fostering an inclusive environment where everyone can thrive and contribute their best!