Customer Support Team Leader with Dutch/Flemish

hace 2 meses

Buenos Aires, Argentina Wibit Consulting & Services (WibitCS) A tiempo completo

In collaboration we are working with a leading Outsourcing/BPO consultancy who is seeking to onboard a Team Leader to join their Customer Support teams in Riga.

Location: Riga, Latvia

Employment type: Full-time

DUTIES AND 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.

REQUIREMENTS:

  • Proficient Dutch/Flemish (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
  • 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

OFFER:

  • Paid startup training and professional development sessions
  • 8 hours shifts within the line operating hours from Monday to Friday 10 - 19 and on Satruday 10 - 14 for Dutch market or 10 - 18 From Monday to Friday for Belgian market
  • Relocation support
  • A dynamic and diverse job in a pleasant and modern environment
  • Opportunities for personal and professional development
  • Team-building activities

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