Dutch Speaking Operations Manager
hace 3 semanas
Recruitment Direct is seeking a highly skilled Dutch Speaking Operations Manager to lead our team in Riga, Latvia. Salary: €2300 gross per month.
About the Role:
We are looking for a motivated and experienced operations manager to manage our call centre team in Riga, Latvia. The ideal candidate will have excellent leadership skills, fluency in Dutch, and a passion for customer service.
Responsibilities:
The successful candidate will be responsible for:
- Motivating, developing, and mentoring team members
- Driving performance to meet or exceed SLA deliverables and team targets
- Managing underperformance with proactive reinforcement plans
- Ensuring consistent communication with internal/external contacts
- Conducting team huddles for process updates, feedback, and focus points
- Monitoring and improving performance of bottom quartile team members
- Managing and delegating daily volumes to meet customer KPIs
- Understanding team processes and bringing improvements
- Providing direct customer support (calls, chats, social media)
- Handling complex client queries and complaints
- Liaising with departments for effective issue resolution
- Creating and maintaining operational reports
- Ensuring adherence to company and client procedures, policies, and data protection regulations
Requirements:
To be successful in this role, you will need:
- Dutch: C1 minimum level (both written and spoken)
- English: B1+ or higher
- 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
- 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
About You:
This role is ideal for someone with a strong drive to meet deliverables, experience in process improvement initiatives, and strong analytical capabilities and excellent problem-solving skills.
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