Customer Service Team Manager with fluent Latvian and English

At Majorel Lithuania we design, build, and deliver end-to-end Customer Experience for many of the world’s most respected digital-native and vertical leading brands.

We are looking for Team Manager to join our organization and support our exciting growth plans for 2023.

As a Team Manager you will become a part of an engaged and dynamic Customer Service department team to empower, support and enable a team of Customer Service Specialists to bring maximum value to customers in a multi-channel environment.
The Team Manager also proactively contributes to the continuous improvement of their business area, the internal colleague experience, and the customer experience in line with wider divisional objectives.

Your Role:

• Take ownership for team results and provide daily leadership to a team to achieve department targets.
• Effectively use business tools to monitor team performance, quality, and adherence.
• Create a safe and open team environment, as well as focusing on employee welfare and wellbeing.
• Be an effective change manager, who knows how to handle periods of change and lead a team.
• Understand the development needs of team members and provide coaching, training, and support, as necessary.
• Appropriately manage team members in line with people related business policies and processes.
• Provide guidance and advice to agents in the handling of customer cases.
• Collaborate with the recruitment team and workforce management team, in the recruitment and onboarding of new team members.
• Effectively communicate wider business updates and department strategy.