Dutch Team Leader Wanted in Riga

4 weeks ago


Riga, Rīga, Latvia Cross Border Talents Full time

Team Leader (Dutch) Opportunity

At Cross Border Talents, we are seeking a dedicated Team Leader to manage and support our Customer Service Advisors (CSAs) in Riga.

Key Responsibilities:

  • Motivate & Mentor: Foster team growth by developing and mentoring members in a changing environment.
  • Performance Excellence: Drive process performance to meet and exceed service level agreements (SLAs) based on balanced scorecards.
  • Target Management: Meet productivity, shrinkage, and attrition goals while proactively addressing any performance dips.
  • Effective Communication: Maintain open and consistent communication with internal and external stakeholders.
  • Daily Operations Management: Oversee daily volumes and coordinate activities to ensure seamless service delivery aligned with customer KPIs.
  • Process Improvement: Understand team processes and SOPs, implementing improvements and efficiencies as needed.
  • Team Engagement: Conduct regular huddles to share updates, feedback, and key focus areas.
  • Client Support: Manage client queries and complaints, working with various departments to resolve complex issues effectively.
  • Coaching & Development: Identify training needs and provide coaching to enhance team skills and performance.
  • Analytics & Reporting: Perform root cause analysis and develop action plans to improve service quality.
  • Compliance: Ensure adherence to company policies, confidentiality guidelines, and data protection legislation.


Requirements:

  • Language Proficiency: Dutch (C1) and manageable English skills (B1+) for effective documentation.
  • People Management: Proven experience in managing teams with excellent interpersonal skills.
  • Tech-Savvy: Proficient in MS Office (Word, Excel, PowerPoint) and typing at least 50 wpm with 90% accuracy.
  • Analytical Mindset: Strong problem-solving skills and the ability to drive initiatives creatively.
  • Customer Support Experience: Background in customer service, with hands-on experience in live chat and social media support.
  • Self-Motivated Leader: A proactive achiever who can manage multiple assignments effectively.


What We Offer:

  • Dynamic Work Environment: Enjoy a diverse and modern workplace.
  • Personal & Professional Development: Opportunities for growth and ongoing training to advance your career.
  • Flexible Shifts: Work within operational hours from Monday to Friday, 10 AM to 6 PM (40 hours per week).


Ready to lead a passionate team and make an impact? Apply now to join us in Riga and elevate your career to new heights Your adventure starts here

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