Dutch-speaking Team Leader to Riga, Latvia

Posted 01 February 2024
LocationRīga
Discipline Informática
Reference37285
Contact NameYasmine Khamma

Job description

Do you speak Dutch and have experience in Team Leadership within the call center industry? We are looking for new Team Leaders for our client in Riga - for a FinTech project!

Our client represents the connected world, offering innovative and customer-centric information technology experiences, enabling Enterprises, Associates, and the Society to Rise™. We are a USD billion company with professionals across 90 countries, helping 988 global customers including Fortune 500 companies. Our convergent, digital, design experiences, innovation platforms, and reusable assets connect across a number of technologies to deliver tangible business value and experiences to our stakeholders. The Client has been recognized among India’s 50 best companies to work for in 2020 by the Great Place to Work®️ Institute.

 

Responsibilities:

  • Lead and mentor team members in a dynamic environment
  • Drive process performance to exceed SLA deliverables
  • Manage complex client engagements and implement creative business solutions
  • Provide excellent customer service and address client needs
  • Ensure quality deliverables and manage team relationships effectively
  • Manage productivity, attrition, and performance dips with reinforcement plans
  • Conduct team huddles to discuss updates and key focus points
  • Handle client queries and complaints, liaise with appropriate departments for solutions
  • Mentor team in process and quality parameters
  • Perform Root Cause Analysis and create action plans for improvement
  • Provide direct customer support and assist team members as needed
  • Create and maintain operations-related reports
  • Collaborate with support groups to improve agent profiling and performance
  • Adhere to company and customer procedures, policies, and confidentiality guidelines
  • Perform any additional tasks to enhance client service or improve KPIs

 

Qualifications & Requirements:

  • Customized working schedule depending on the service window received from the client
  • Fluent Dutch 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
  • Computer literate with a minimum typing skill of 30 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

Benefits: 

  • Attractive salary package
  • Permanent contract
  • Relocation support
  • Private insurance including spouse & kids and dental care
  • Career growth opportunities in a multinational company

 

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