German Team Lead for Vibrant Riga

2 weeks ago


Riga, Rīga, Latvia Cross Border Talents Full time

Team Lead Opportunity

At Cross Border Talents, we're seeking a talented Team Leader for our German-speaking team in Riga.

Your Mission:

  • Inspire and mentor your team in a fast-paced environment, guiding them to exceed SLAs and balanced scorecards.
  • Drive performance by implementing effective plans and reinforcement, ensuring your team's success.
  • Meet and surpass key metrics like shrinkage, productivity, and attrition, celebrating those wins together.
  • Proactively manage daily operations, delegate tasks, and maintain strong communication with internal and external partners.
  • Process improvement and team engagement are key, so dive into processes, bring fresh ideas for efficiency and excellence, and conduct energizing team huddles.
  • Tackle client queries and complaints, working across departments to resolve complex issues swiftly.
  • Provide coaching on process and quality, and conduct audits to ensure top-notch service.
  • Analyze and create actionable plans to boost team performance, and identify training needs to unlock your team's full potential.
  • Collaborate with recruitment, training, quality, HR, and workforce teams to enhance agent performance.

Requirements:
  • German (C1) and solid English (B1+) for effective communication.
  • Proven experience leading teams with outstanding interpersonal skills.
  • Comfortable with MS Office (Word, Excel, PowerPoint) and typing 50 wpm with 90% accuracy.
  • Strong problem-solving skills and a knack for creative initiatives.
  • Experience in customer support, with hands-on skills in live chat and social media.
  • A proactive achiever who can juggle multiple assignments with ease.

What We Offer:
  • A dynamic work environment that fosters creativity and collaboration.
  • Career growth opportunities for personal and professional development.
  • Flexible shifts within operational hours from 7 AM to 11 PM, Monday to Sunday (40 hours per week).


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