Are you a motivated, German-speaker with 3+ years call-center experience? Step into an exciting Team Leader role for a major FinTech project in Riga, Latvia! This is a unique opportunity to lead a dynamic team in a fast-paced, innovative environment, working with a global leader in digital and technology services.

About the Company

Our client is a powerhouse in digital transformation, connecting the world with groundbreaking IT solutions that deliver tangible value to global businesses. With a presence in over 90 countries, this USD billion company serves some of the largest enterprises worldwide, including Fortune 500 leaders. They are celebrated for their commitment to a people-first culture and have been recognized as one of the best places to work by the Great Place to Work®️ Institute in 2020.

Key Responsibilities

As a Team Leader, you’ll have a direct impact on team performance and customer satisfaction by:

• Inspiring & Developing Talent: Motivate, mentor, and guide team members to excel and grow in a rapidly changing environment.
• Achieving Results: Drive your team to meet and exceed SLA targets, maintaining top-tier service for clients.
• Client Engagement: Oversee complex client projects and provide excellent customer service, always seeking to understand and exceed client needs.
• Performance Optimization: Manage team productivity, shrinkage, and proactively address performance dips with strategic action plans.
• Effective Communication: Liaise confidently with internal and external stakeholders, building strong relationships.
• Operations Management: Delegate daily tasks to ensure smooth operation, adhering to KPI standards and supporting continuous improvement.
• Quality Control: Conduct root cause analyses, generate action plans, and conduct regular huddles to align on process updates.
• Customer Support: Offer hands-on support in live chat and social media channels, quickly resolving customer issues.
• Data & Reporting: Maintain and publish detailed operational reports to drive accountability and transparency.
• Training & Development: Identify training needs, provide coaching, and collaborate with recruitment, quality, and HR teams to strengthen team performance.

Qualifications & Requirements

• Language Proficiency: Fluent in German with intermediate English (B1+) for documentation and client systems.
• Leadership Experience: 1-2 years of experience as a Team Lead in customer service or call center.
• Tech Skills: Proficient in MS Office (Word, Excel, PowerPoint) with typing speed of 30 wpm and 90% accuracy.
• Communication Skills: Strong communicator with excellent customer service and people management capabilities.
• Analytical Skills: Proven ability to analyze issues, develop solutions, and drive continuous improvement.
• Customer-Centric Mindset: Experienced in back-office, live chat, and social media support with a focus on client satisfaction.
• Initiative & Ownership: Self-motivated, solution-oriented, and able to manage multiple tasks with long-term vision.

Why Join?

• Premium Medical Insurance: Enjoy comprehensive coverage for you and your family (spouse and dependents) including routine health checks, dental, vision, prescription drugs, mental health support and much more.
• OVP (Compulsory Health Examination): Full coverage.
• Development Opportunities: Advance your skills with DEXT, our educational platform offering 5000+ free courses, practice platforms and certifications, especially in cutting-edge technologies.
• Attractive compensation and allowances – 2100€ per month
• Work Culture and Environment: Thrive in a dynamic and enjoyable workplace enriched with regular celebrations, wellness activities, and great team spirit.
• Hybrid Work Model: Transition to a hybrid model after meeting performance standards and depending on business needs.
• Work from Home on Late Shifts: Option to work from home whenever you work late shift hours ending beyond 9 pm, providing you with the flexibility to manage your schedule effectively.

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