Do you speak a Scandinavian language and do you have experience leading a team? Join our client in Fuengirola, Spain!
Purpose of role
A Team Manager is responsible for leading a team, including Team Leaders utilising strategic leadership and operational expertise, ensuring all members are able to deliver exceptional outcomes for our customers and our stakeholders. The role holder is responsible for supporting and delivering customer service excellence and operational objectives, through the successful development of our people, implementation of transformational change and role modelling of the company's culture, core values, and leadership behaviours. Key aspects of this role include customer resolution, as well as motivating, guiding and inspiring others to achieve shared goals and developing individual capability.
Responsibilities of role
Manage and guide direct reports in understanding, planning and delivering business processes and policies;
Manage and develop a Team to ensure that they satisfy the requirements of their roles in accordance with core values;
Where relevant, in collaboration with the Human Resources department, identify, recruit, onboard, coach, develop, empower, reward and retain employees;
Provide robust people and Team management principles, such as effective motivation techniques, performance management, quality principles, build engagement and development initiatives to ensure that the team meets and exceeds KPI targets and expectations, assisting the company to achieve company targets;
When required, be an active part of global networks projects;
Meet operational and financial objectives; identify risk, initiate corrective actions to ensure SLA’s and KPI’s are continually reviewed and expectations are met; support the annual budget process;
Ensuring a highly efficient quality of working practices within the Team and eliminating detriment to customers.
Set clear improvement objectives for your Team members annual developments and complete quarterly performance reviews;
Guide Team Leaders to achieve targets through the use of available Management Information data;
To plan, evaluate, implement and continuously improve collection processes;
Guide the team to meet and exceed monthly targets, including call quality and compliance measurements;
Reporting to Senior stakeholders on Team performance and Management information;
Working with all stakeholders to ensure consistency in performance and management across the department;
Building effective lines of communication with Managers, Team Leaders and Team members;
In collaboration with work force management systems, monitor staff attendance to ensure adequate staffing levels for the collection department at all times;
Administering WFM systems (forecasting, planning, scheduling) and managing staff absence in conjunction with the Absence Policy;
Identify trends in performance and put the appropriate measures in place to increase performance in a timely manner (including Performance Improvement Plans once all other avenues have been exhausted);
Managing underperformance within the Team in accordance with policies and procedures;
Any other ad-hoc duties as required by management;
Comply with policies, guidelines, and data protection regulations
Competencies required
Strategic vision
Drive transformation
Decision making and risk management
Planning and organization
Team development
Empowerment
Networking
Experience required
Great communication and interpersonal skills
Excellent communication skills, written and oral in English + a Scandinavian language
Good leadership and management skills
Nordic Jobs Worldwide
Nordic Jobs Worldwide is a professional Nordic recruitment company focused on connecting candidates from Sweden, Finland, Norway, and Denmark with businesses from all over the world.
Nordic Jobs Worldwide is the largest language recruitment agency in the Nordic region, with offices in Oslo, Tallinn, Malaga, Malta, and Lisbon. We match the most exciting jobs with Nordic talent worldwide. We have helped over 3000 people find their dream job with our 300+ partners in over 30 countries.
