Our client, a large international company operating in 90 countries, is opening a new call center in Riga, Latvia and is looking to hire TEAM LEADS with knowledge of either German, Dutch, Polish, Finnish, Swedish  or Norwegian languages.


Modern office in “Jaunā Teika”

Educational / Professional Qualification:

  • German, Dutch, Polish, Finnish, Swedish and Norwegian near native (interpreted as CEFR level C1) or native relevant market language and manageable English skills (B1+ or better) in writing and speaking to understand documentation and log accurately in the client systems
  • At least 1-2 years’ experience as customer service Team Lead
  • Good communication skills.

Work Experience / 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
  • Performance Management: Week on week improvement of bottom quartile performers
  • Effective and consistent communication with internal and external contacts
  • Manage & delegate daily volumes within the team and coordinate activities to ensure daily BAU delivery is in line with customer KPIs
  • Detailed understanding of processes / SOPs run by 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, feedbacks, 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
  • Able to 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 or/and 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 the necessary coaching on ground
  • Collaborate with the different support groups – Recruitment, Training, Quality, HR, Workforce – to improve agent profiling and performance
  • Any additional ad hoc tasks that may contribute to operational needs, better service to the client or improvement to the KPI
  • Adhering to the 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.

Preferred Competencies:

  • Computer literate 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
  • Experience in Customer Support/Customer Relationship/Customer Service
  • Hands-on experience in back-office activities – Live Chat and social media
  • Take ownership to manage deliverables across multiple assignments
  • Should be a self-motivated achiever.

We offer:

  • Salary of 2300 EUR gross depending on experience + bonuses.
  • 7 days / week, working in flexible shifts, overtime fully compensated.
  • Modern office in “Jaunā Teika”.
  • Health insurance policy (for spouses and children as well).
  • Growth and career opportunities worldwide.
  • Free courses and training.
  • Team-building activities.

Employee Benefits:

  • Premium Medical Insurance: Enjoy comprehensive coverage for you and your family (spouse and dependents) including routine health checks, dental, vision, prescription drugs, mental health support and much more.
  • OVP (Compulsory Health Examination): Full coverage.
  • Development Opportunities: Advance your skills with DEXT, our educational platform offering 5000+ free courses, practice platforms and certifications, especially in cutting-edge technologies.
  • Attractive compensation and allowances Basis role and experience.   
  • Annual Leave 4 calendar weeks of paid leave.
  • Work Culture and Environment: Thrive in a dynamic and enjoyable workplace enriched with regular celebrations, wellness activities, and great team spirit.
  • Hybrid Work Model: Transition to a hybrid model after meeting performance standards and depending on business needs.
  • Work from Home on Late Shifts: Option to work from home whenever you work late shift hours, providing you with the flexibility to manage your schedule effectively.

Please apply below or send your CV to cv@oxyhr.eu



Publicēts: 15.05.2024
Komentāru skaits: 0
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