German-speaking Team Leader to Riga, Latvia

Job description:

Description

Do you speak German and have experience from Team Leadership within the call-center industry? We are looking for new Team Leaders for our client in Riga - for a FinTech project!Our client represents the connected world, offering innovative and customer-centric information technology experiences, enabling Enterprises, Associates and the Society to Rise™. We are a USD billion company with professionals across 90 countries, helping 988 global customers including Fortune 500 companies. Our convergent, digital, design experiences, innovation platforms, and reusable assets connect across a number of technologies to deliver tangible business value and experiences to our stakeholders. The Client has been recognized amongst India’s 50 best companies to work for in 2020 by the Great Place to Work®️ Institute. Responsibilities:To motivate, develop and mentor team members in a dynamically changing environmentDrive process performance to achieve and exceed SLA deliverablesLead and deliver complex client engagements that help identify, design, and implement creative business solutions for the companyProvide excellent customer service and determine the needs of the client.Implement and oversee the quality of deliverables and manage team relationships effectively to ensure exceptional performanceManage Shrinkage, Productivity, and control attritionManage dips in performance with adequate reinforcement plans proactivelyPeople management and associated responsibilities like performance and development managementAbility to communicate well and manage relationships with internal and external contactsManage & delegate daily volumes within the team and coordinate activities to ensure daily BAU delivery is in line with customer KPIsUnderstanding of processes run by team and ability to bring in improvements and efficiencies within operationsCreate a mode of operations to be adhered to by team members in order to maintain good routine and orderlinessConduct Team Huddles to discuss process updates, feedbacks, and key focus points for the dayAnswer 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 solutionsAble to mentor team in process & quality parametersPerform Root Cause Analysis to identify key AFIs and create action plans/goals to improveProvide Direct Customer Support, answer live chats or/and social media from customers to provide quick resolution of issues and questions, or may provide assistance to a team member.Create, Publish and Maintain operations related reports in a timely mannerDiscover training needs and support in training to provide the necessary coaching on groundCollaborate with the different support groups – Recruitment, Training, Quality, HR, Workforce – to improve agent profiling and performanceAny additional ad hoc tasks that may contribute to a better service to the client or improvement to the KPIAdhering to the company and customer procedures, policies, confidentiality guidance, and data protection legislationQualifications & Requirements: Customized working schedule depending on the service window received from the clientFluent German and manageable English skills (B1+ or better) in writing and speaking to understand documentation and log accurately in the client systemsAt least 1-2 years’ experience as customer service Team LeadComputer literate with a minimum typing skill of 30 wpm with 90% accuracyExcellent people management skills should have experience in previous rolesGood experience in MS Office – Word, Excel, and PowerPointStrong experience in presentation skillsExcellent communication and customer service skillsExcellent analytical and problem-solving capabilitiesAbility to drive initiatives in the team with creativity and a long-term visionExperience in initiating and implementing process improvementsExperience in Customer Support/Customer Relationship/Customer ServiceHands-on experience in back-office activities – Live Chat and Social MediaTake ownership to manage deliverables across multiple assignmentsShould be a self-motivated achiever Multilingual Jobs WorldwideMultilingual Jobs Worldwide is a leading multilingual recruitment specialist agency matching European-speaking talent with the most exciting jobs all over the world. Over the past 2 years, we have recruited and helped over 1200 multilingual speakers to land their dream job with our partners in over 28 different countries.