Dutch Speaking Team Leader – Call Centre

Riga, Latvia

Salary: €2300 gross per month

Responsibilities:

1. 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.
2. 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.
3. Customer Support:
• Provide direct customer support (calls, chats, social media).
• Handle complex client queries and complaints.
• Liaise with departments for effective issue resolution.
4. Reporting & Compliance:
• Create and maintain operational reports.
• Ensure adherence to company and client procedures, policies, and data protection regulations.
5. 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:

1. Language Skills:
• Dutch: C1 minimum level (both written and spoken).
• English: B1+ or higher.
2. 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.
3. 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.
4. 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.