Customer Support Supervisor Polish Dutch Flemish or Norwegian speaking

• 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 operationsrelated 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.

• Proficient Polish Dutch Flemish or Norwegian speaking (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 problemsolving capabilities
• Ability to drive initiatives in the team with creativity and a longterm vision
• Experience in initiating and implementing process improvements

• Paid startup training and professional development sessions
• 8 hours shifts within the line operating hours 9 19 from Monday to Friday and 9 18 on Saturday and Sunday
• Relocation support
• A dynamic and diverse job in a pleasant and modern environment
• Opportunities for personal and professional development
• Teambuilding activities

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