Customer Support Team Leader (Dutch/Flemish)

We are working with a leading Outsourcing/BPO consultancy seeking to onboard a Team Leader to join their Customer Support teams in Riga. This role involves motivating and developing team members, driving process performance, and ensuring effective communication and operations.

Position: Customer Support Team Leader
Location: Riga, Latvia
Employment Type: Full-time

Duties and Responsibilities:

• 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 bring in improvements and efficiencies within operations.
• Create a mode of operations to be adhered to by team members 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 in Dutch/Flemish and fluent in English language, both verbal and written.
• At least 1+ year of 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 with 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.
• Working schedule: Monday to Sunday, in timeframe 10 AM - 06 PM. 40 hours work a week.

Offer:

• Paid startup training and professional development sessions.
• Relocation support.
• Hybrid work (performance dependent) might be considered after the initial 3 months of employment.
• A dynamic and diverse job in a pleasant and modern environment.
• Opportunities for personal and professional development.
• Team-building activities.

Employee Benefits:

• Premium Medical Insurance: Comprehensive coverage for you and your family (spouse and dependents) including routine health checks, dental, vision, prescription drugs, mental health support, and much more.
• Work from Home on Late Shifts: Option to work from home whenever you work late shift hours ending beyond 9 pm, providing you with the flexibility to manage your schedule effectively.

If you are an experienced team leader with strong language skills and a passion for customer support, we encourage you to apply for this exciting opportunity. Join a supportive and dynamic team and help deliver exceptional service to our client's customers