Dutch Speaking Team Leader - Call Centre

Descrizione del lavoro:

Dutch Speaking Team Leader - Call Centre
Riga, Latvia
Salary: EUR2300 gross per month
Responsibilities:
* Team Management:
* Motivate, develop, and mentor team members in a dynamic environment.
* Drive performance to meet or exceed SLA deliverables and team targets (shrinkage, productivity, and attrition).
* Manage underperformance with proactive reinforcement plans.
* Ensure consistent communication with internal/external contacts.
* Conduct team huddles for process updates, feedback, and focus points.
* Process & Performance Management:
* Monitor and improve performance of bottom quartile team members.
* Manage and delegate daily volumes to meet customer KPIs.
* Understand team processes and bring improvements.
* Conduct audits and perform root cause analysis for defects, creating action plans to address them.
* Customer Support:
* Provide direct customer support (calls, chats, social media).
* Handle complex client queries and complaints.
* Liaise with departments for effective issue resolution.
* Reporting & Compliance:
* Create and maintain operational reports.
* Ensure adherence to company and client procedures, policies, and data protection regulations.
* Collaboration & Training:
* Discover and address training needs, providing coaching.
* Collaborate with support groups like Recruitment, Training, HR, etc. , for performance improvement.
* Assist in operational tasks that improve KPIs and service delivery.
Requirements:
* Language Skills:
* Dutch: C1 minimum level (both written and spoken).
* English: B1+ or higher.
* Technical Skills:
* Strong computer literacy with a typing speed of 50 WPM and 90% accuracy.
* Proficiency in MS Office (Word, Excel, PowerPoint).
* Hands-on experience with back-office activities, especially Live Chat and Social Media.
* Management & Customer Service:
* Proven people management experience and strong leadership capabilities.
* Prior experience in Customer Support, Customer Relationship, or Customer Service.
* Ability to handle multiple assignments with a long-term vision and creativity.
* Strong communication, presentation, and problem-solving skills.
* Additional Qualities:
* Self-motivated with a strong drive to meet deliverables.
* Experience in process improvement initiatives.
* Strong analytical capabilities and excellent problem-solving skills.
This role is ideal for someone with strong leadership skills, fluency in Dutch, and a passion for customer service.
It offers the opportunity to manage a team, drive performance improvements, and provide direct support to clients in a multinational environment