Ofertas de trabajo en Letonia de agente de centro de atención al cliente

David Kennedy Recruitment is working with a leading Outsourcing/BPO consultancy who is seeking to onboard a Team Leader to join their Customer Support teams in Riga.

Position: Customer Support Team Leader

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 Finnish (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 9 - 18 from Monday to Friday

- Relocation support

- A dynamic and diverse job in a pleasant and modern environment

- Opportunities for personal and professional development

- Team-building activities

Language skills and level: Finnish (C1) and English (B1+)

There is a possibility for accommodation, TBD

Travel costs will be compensated, TBD

This employment complies with the legislation of Latvia.

40 hours/week