Team Lead

2 weeks ago


Riga, Rīga, Latvia Cross Border Talents Full time

Job Title: Team Lead - Norwegian Language Expert in Riga

About the Job:
Are you a passionate leader with excellent communication skills in Norwegian and a strong background in customer service? We are looking for a dynamic Team Lead to manage and support our Customer Service Advisors (CSAs) in Riga.

Key Responsibilities:
• Motivate and mentor team members in a fast-paced environment, fostering their growth and success.
• Drive performance to meet and exceed service level agreements (SLAs) based on balanced scorecards.
• Manage productivity, shrinkage, and attrition targets while proactively addressing performance dips with effective reinforcement plans.
• Maintain consistent and effective communication with internal and external contacts, including clients and other departments.
• Conduct team huddles to discuss updates, feedback, and key focus points, ensuring alignment with customer KPIs.
• Identify training needs and provide necessary coaching to enhance team performance, addressing and resolving client queries as needed.
• Conduct root cause analysis to identify key issues, creating actionable plans for improvement, adhering to company policies, confidentiality guidelines, and data protection legislation.

Requirements:
• Language Proficiency: Norwegian (C1) and manageable English skills (B1+) for effective documentation.
• People Management: Proven experience in managing teams and excellent people skills.
• Tech-Savvy: Proficient in MS Office (Word, Excel, PowerPoint) and able to type at least 50 wpm with 90% accuracy.
• Analytical Mindset: Strong problem-solving capabilities and the ability to drive initiatives creatively.
• Customer Support Experience: Background in customer service or support, with hands-on experience in live chat and social media.

What We Offer:
• Dynamic Work Environment: Join us in our modern workplace, fostering growth and development. Personal & Professional Development: Enjoy opportunities for growth and training to enhance your career.


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