Customer Support Team Leader German

David Kennedy Recruitment is working with a leading Outsourcing/BPO consultancy who is seeking to onboard a Germanspeaking Team Leaderto join their Customer Supportteams in Riga.

Position: Customer Support Team Leader

Location: Riga Latvia

Employment type: Fulltime

DUTIES AND RESPONSIBILITIES:

• Apply a process of continuous review management of absenteeism and attrition for all Advisors in the team ensuring return to work and exit interviews are completed
• Review and monitor work performance of all Advisors
• Undertake quarterly performance reviews and 1:1 monthly meetings with each Advisor
• Ensure Advisors are recognized and rewarded for outstanding achievements/performance
• Provide clear direction and guidance
• Facilitate a culture of open and honest 2 way communication
• Maintain an environment which supports the spirit of teamwork where Advisors take pride in working for the company
• Ensure actions from employee satisfaction survey are implemented and continuously reviewed
• Coach develop and motivate Advisors by providing the skills and knowledge to perform their job together with opportunities for skills expansion and career development
• Monitor Advisor calls either via deskside or remote monitoring across a sample of transaction types
• Ensure accurate and timely communication of any client/campaign issues to Operations Manager
• Ensure appropriate actions are taken to improve client satisfaction survey scores

REQUIREMENTS:

• Proficient German (C1) and fluent inEnglish (B2) languageboth verbal and written
• BPO/call centre experience in same/similar role
• Experience in fintech will be great to have
• Ability to work within time frame of 9 AM 9 PM
• Willingness to relocate to Riga or already residing there
• Evidence of effective interpersonal coaching and leadership skills
• Excellent telephone typing verbal and written communication skills
• Effective time management
• Ability to give constructive feedback to CSRs which lead to performance improvement
• Logical and objective approach to call assessment
• Ability to organize and prioritize set priorities and multitask
• EU citizenship or valid work permit for Latvia

OFFER:

• Paid startup training and professional development sessions
• Relocation support
• A dynamic and diverse job in a pleasant and modern environment
• Opportunities for personal and professional development
• Teambuilding activities