Customer Support Supervisor Polish Dutch Flemish orNorwegian speaking

3 weeks ago

sany, India Careerxtra Full time
We are working with a leadingOutsourcing/BPO consultancy who is seeking to onboard a Team Leaderto join their Customer Support teams inRiga.
Position:Customer Support Team LeaderLocation: RigaLatviaEmployment type:FulltimeDUTIES ANDRESPONSIBILITIES:
  • Tomotivate develop and mentor team members in a dynamically changingenvironment
  • Drive process performance toachieve and exceed SLA deliverables according to associatesbalanced scorecards
  • Meet shrinkage productivityand attrition targets
  • Manage/takeaccountability for dips in performance with adequate reinforcementplans proactively
  • Ensure effective andconsistent communication with internal and externalcontacts
  • Manage and delegate daily volumeswithin the team and coordinate activities to ensure daily BAUdelivery is in line with customer KPIs
  • Keep adetailed understanding of processes/SOPs run by the team andability to bring in improvements and efficiencies withinoperations
  • Create a mode of operations to beadhered to by team members in order to maintain good routine andorderliness
  • Conduct team huddles to discussprocess updates feedback and key focus points for theday
  • Answer and manage client queries/complaintsacross LOBs rectify issues and liaise with appropriate departmentsto handle complex issues in a bid to provide more effectivesolutions
  • Mentor team in process &quality parameters conduct live/remote audits of clientinteractions
  • Perform root cause analysis toidentify key defects and create action plans/goals toimprove
  • Provide direct customer support callsanswer live chats and/or social media from customers to providequick resolution of issues and questions or may provide assistanceto a team member
  • Create publish and maintainoperationsrelated reports in a timelymanner
  • Discover training needs and support intraining to provide necessary coaching on theground
  • Collaborate with different supportgroups Recruitment Training Quality HR Workforce to improve agentprofiling and performance
  • Consider anyadditional ad hoc tasks that may contribute to operational needsbetter service to the client or improvement to theKPI
  • Adhere to company and customer procedurespolicies confidentiality guidance and data protectionlegislation
  • Record case resolutions in thecontact center tool based on client communication via phone emailchat etc.
REQUIREMENTS:
  • ProficientPolish Dutch Flemish or Norwegian speaking (C1) and fluent inEnglish (B2) language both verbal andwritten
  • At least 1 year of a BPO/call centreexperience as a Team Leader
  • Willingness torelocate to Riga or already residing there
  • EUcitizenship or valid work permit forLatvia
  • Computer literacy with a minimum typingskill of 50 wpm with 90% accuracy
  • Excellentpeople management skills should have experience in previousroles
  • Good experience in MS Office Word Exceland PowerPoint
  • Strong experience inpresentation skills
  • Excellent communication andcustomer service skills
  • Excellent analyticaland problemsolving capabilities
  • Ability todrive initiatives in the team with creativity and a longtermvision
  • Experience in initiating andimplementing processimprovements

OFFER:
  • Paidstartup training and professional developmentsessions
  • 8 hours shifts within the lineoperating hours 9 19 from Monday to Friday and 9 18 on Saturday andSunday
  • Relocation support
  • Adynamic and diverse job in a pleasant and modernenvironment
  • Opportunities for personal andprofessional development
  • Teambuildingactivities

excel,processimprovements,customer service,call center administration,teamleadership,email,powerpoint,chat,skills,dutch speaking,on-callsupport,leadership technique,leadership,dutch,analyticalcapabilities,call centre experience,customer serviceskills,bpo,flemish speaking,customer,computer literacy,presentationskills,online support,problem-solving,english,flemish,customersupport,bpo experience,word,analytical skills,polish speaking,teamleader experience,norwegian,english language,training,technicalsupport,team leader,problem solving,norwegianspeaking,problem-solving capabilities,operations,ms office,peoplemanagement,service orientation,typing speed andaccuracy,teamwork,analytical,communicationskills,polish,drive,communication,bpo/call centre experience,teammanagement,eu citizenship

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