We are looking for several Costumer Support Team Leaders with English and one other language: German, Dutch, Swedish, Danish, Norwegian, Finnish or Polish. The company offers relocation support, paid startup training and professional development sessions, opportunities for personal and professional development. The schedule will be 8 hours shifts within the line operating hours 9 – 19 from Monday to Friday, and 9 – 18 on Saturday and Sunday.
Costumer Support Team Leader
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Riga, Latvia
On Site
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.
Required Experience
- Proficient German,Dutch, Swedish, Danish, Norwegian, Finnish or Polish(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
- Good experience in MS Office – Word, Excel, and PowerPoint
Required Skills
- 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 improvement
- Excellent people management skills should have experience in previous roles