German Team Leader Position in Vibrant Riga
6 days ago
We are seeking an experienced German-speaking Team Leader to join our team in Riga. As a key member of our leadership team, you will be responsible for leading and developing a high-performing team of Customer Service Advisors (CSAs) to deliver exceptional customer experiences.
Key Responsibilities:- Inspire and Mentor: Lead by example, motivating and guiding your team to excel in a fast-paced environment.
- Drive Performance: Develop and implement strategies to exceed Service Level Agreements (SLAs) and achieve outstanding results on balanced scorecards.
- Target Achiever: Meet and surpass key metrics such as shrinkage, productivity, and attrition.
- Proactive Management: Identify performance dips early and implement effective reinforcement plans to maintain team success.
- Communicate Effectively: Maintain strong communication with internal and external partners.
- Daily Operations: Oversee and delegate daily tasks, ensuring seamless delivery aligned with customer KPIs.
- Process Improvement: Analyze processes and SOPs, proposing innovative ideas for efficiency and excellence.
- Team Engagement: Conduct energizing team huddles to share updates, feedback, and key focuses, fostering collaboration.
- Client Solutions: Address client queries and complaints efficiently, working across departments to resolve complex issues swiftly.
- Mentorship Excellence: Provide coaching on process and quality, conducting audits to ensure top-notch service.
- Analytics & Reporting: Perform root cause analyses, creating actionable plans to boost team performance.
- Language Skills: Proficient in German (C1) and solid English (B1+) for effective communication.
- People Management: Proven experience leading teams with outstanding interpersonal skills.
- Tech-Savvy: Comfortable with MS Office (Word, Excel, PowerPoint) and typing 50 wpm with 90% accuracy.
- Analytical Thinker: Strong problem-solving skills and creative initiative-taking abilities.
- Customer Support Guru: Experience in customer support, with hands-on skills in live chat and social media.
- Self-Motivated Leader: A proactive achiever who can juggle multiple assignments with ease.
We provide a dynamic work environment that fosters creativity and collaboration, career growth opportunities, flexible shifts within operational hours, and a competitive salary range of €35,000 - €45,000 per year, depending on experience.
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