Position Details: Team Lead - Customer Service (German / Swedish / Dutch)

Description:

We are seeking a highly motivated Team Leader to join our team in Riga. The ideal candidate must be an EU citizen and willing to relocate to Riga. The candidate should have experience leading a team in a BPO or Call Center environment. A clear background check, including no criminal record or default payments, is required. Proficiency in (German / Swedish / Dutch) at a native level (C1/C2) is essential.

Salary Range: €2000-€2300 per month

Key Responsibilities:

• Team Motivation and Development: Inspire, develop, and mentor team members in a dynamic environment.
• Performance Management: Drive process performance to exceed SLA deliverables, manage performance dips with proactive reinforcement plans, and improve the performance of bottom quartile performers weekly.
• Communication: Maintain effective and consistent communication with internal and external contacts.
• Operational Management: Delegate daily volumes, coordinate team activities to meet customer KPIs, and manage shrinkage, productivity, and attrition targets.
• Process Improvement: Understand team processes/SOPs in detail, bringing improvements and efficiencies.
• Routine Maintenance: Establish operational routines and orderliness for the team.
• Team Huddles: Conduct daily team meetings to discuss process updates, feedback, and key focus points.
• Client Interaction: Handle and resolve client queries/complaints, liaising with relevant departments for complex issues.
• Quality Assurance: Mentor the team on process and quality parameters, conduct audits of client interactions, and perform root cause analysis to identify and address defects.
• Customer Support: Provide direct customer support through calls, live chats, or social media, and assist team members as needed.
• Reporting: Create, publish, and maintain operational reports in a timely manner.
• Training Support: Identify training needs and support on-the-ground coaching.
• Collaboration: Work with recruitment, training, quality, HR, and workforce teams to improve agent profiling and performance.
• Ad Hoc Tasks: Handle additional tasks contributing to operational needs, client service, or KPI improvement.
• Compliance: Adhere to company and customer procedures, policies, confidentiality guidelines, and data protection legislation.
• Case Management: Record case resolutions in the contact center tool based on client communications via phone, email, and chat.

Required Skills and Experience:

• Proficiency in computer use, with a minimum typing speed of 50 wpm and 90% accuracy.
• Excellent people management skills with previous experience in similar roles.
• Proficient in MS Office (Word, Excel, PowerPoint).
• Strong presentation skills.
• Excellent communication and customer service skills.
• Strong analytical and problem-solving abilities.
• Ability to drive team initiatives with creativity and long-term vision.
• Experience in initiating and implementing process improvements.
• Experience in customer support, relationship management, or service.
• Hands-on experience with back-office activities, including live chat and social media.
• Ability to manage multiple assignments and deliverables.
• Self-motivated and driven to achieve results.

If you meet these qualifications and are excited about leading a dynamic team, we encourage you to apply.

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