Customer Support Team Leader with Dutch/Flemish (Riga)

In collaboration we are working with a leading Outsourcing/BPO consultancy who is seeking to onboard a Team Leader to join their Customer Support teams in Riga.

Location: Riga, Latvia

Employment type: Full-time

DUTIES AND RESPONSIBILITIES:

• 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


• Ensure effective and consistent communication with internal and external contacts


• Manage and delegate daily volumes within the team and coordinate activities to ensure daily BAU delivery is in line with customer KPIs


• Keep a 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 in order 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


• 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, and/or 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 necessary coaching on the ground


• Collaborate with different support groups – Recruitment, Training, Quality, HR, Workforce – to improve agent profiling and performance


• Consider any additional ad hoc tasks that may contribute to operational needs, better service to the client, or improvement to the KPI


• Adhere to 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:

• Proficient Dutch/Flemish (C1) and fluent in English (B2) language, both verbal and written


• At least 1+ year of a BPO/call centre experience as a Team Leader


• Willingness to relocate to Riga or already residing there


• EU citizenship or valid work permit for Latvia


• Computer literacy 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

OFFER:

• Paid startup training and professional development sessions


• 8 hours shifts within the line operating hours from Monday to Friday 10 - 19 and on Satruday 10 - 14 for Dutch market or 10 - 18 From Monday to Friday for Belgian market


• Relocation support


• A dynamic and diverse job in a pleasant and modern environment


• Opportunities for personal and professional development


• Team-building activities