Customer Service Lead Polish German Swedish Finnish German Dutch or Norwegian speaking

Were partnering with a leading BPO consultancy to find a dynamic and experienced Team Leader to join their Customer Support team in Riga Latvia! In this role youll be responsible for motivating developing and leading your team to achieve outstanding results in a fastpaced environment.

Tasks

• Motivate mentor and develop your team members fostering a positive and productive work environment.
• Drive team performance to consistently exceed customer service level agreements (SLAs).
• Manage key metrics like shrinkage productivity and attrition implementing proactive plans to address any dips in performance.
• Ensure clear and consistent communication with both internal and external stakeholders.
• Delegate daily tasks and coordinate activities to ensure smooth team operations and meet customer KPIs.
• Maintain a deep understanding of team processes and identify opportunities for continuous improvement.
• Establish clear procedures for team members to follow ensuring a wellorganized and efficient workflow.
• Conduct regular team huddles to keep everyone informed and focused on key priorities.
• Address client queries and complaints across different business lines liaising with other departments for complex issues.
• Provide ongoing coaching and quality audits to guide team members in adhering to process guidelines.
• Analyze root causes of issues and develop action plans for improvement.
• Jump in and provide direct customer support via calls chat or social media resolving issues and assisting team members.
• Create publish and maintain timely reports on team operations.
• Identify training needs and provide ontheground coaching to support team development.
• Collaborate with various support groups like Recruitment Training and HR to optimize agent performance.
• Contribute to operational excellence by undertaking additional tasks as needed.
• Adhere to all company and customer policies procedures and data protection regulations.

Requirements

• C1 proficiency in Polish German Swedish Finnish German Dutch or Norwegian (both spoken and written)
• B2 fluency in English (both spoken and written)
• At least 1 year of experience as a Team Leader in a BPO/call center environment
• Willingness to relocate to Riga or already residing there
• EU citizenship or valid Latvian work permit
• Strong computer literacy with a minimum typing speed of 50 wpm and 90% accuracy
• Proven people management skills with experience leading and motivating teams
• Proficiency in MS Office Suite (Word Excel PowerPoint)
• Excellent presentation and communication skills
• Strong analytical and problemsolving abilities
• Creative and resultsoriented with the ability to drive team initiatives and implement process improvements

Benefits

• Comprehensive training and development programs to elevate your leadership skills
• Flexible work schedule with 8hour shifts
• Relocation support for those moving to Riga
• Dynamic and positive work environment in a modern office space
• Opportunities for professional and personal growth
• Engaging teambuilding activities

Ready to Lead a HighPerforming Team

If youre a passionate and experienced leader with a talent for building successful teams we encourage you to apply!