Team Manager (BPO) – Riga

About the role

We are looking for an experienced Team Manager to lead a diverse group of customer service professionals in our Riga BPO centre. The role focuses on delivering operational excellence, meeting performance targets and fostering a positive, inclusive culture.

Key responsibilities

• Lead, motivate and support a multicultural team, ensuring KPIs and service standards are met.
• Manage daily operations, including resource planning, task allocation and real‑time workflow oversight.
• Monitor and report on service levels, productivity and quality, implementing corrective actions as needed.
• Provide regular coaching, feedback and development opportunities to team members.
• Act as escalation point for complex customer issues, ensuring timely resolution.
• Collaborate with Operations, Quality and Training teams to optimise processes and maintain consistency.
• Contribute to new initiatives aimed at improving customer satisfaction, efficiency and employee experience.
• Maintain accurate documentation of performance metrics, escalations and HR processes.

Required profile

• Fluent English with strong communication skills; additional languages are a plus.
• 2+ years of experience in a supervisory or team‑lead role within a BPO, contact centre or customer service environment.
• Proven ability to manage people and processes in a fast‑paced, target‑driven setting.
• Excellent organisational, analytical and problem‑solving abilities.
• Eligibility to work in Latvia or willingness to relocate (relocation support may be available).

Required skills

• Proficiency with MS Office tools.
• Experience using CRM systems.
• Familiarity with workforce management platforms.

What we offer

• Competitive salary with performance‑related bonuses and regular reviews.
• Flexible hybrid working model (office and remote).
• Private health insurance, paid time off and wellbeing programmes.
• Comprehensive onboarding, continuous training and clear career development paths.