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DESCRIPTION
As Team Leader you will be responsible for:
- The day-to-day supervision of a group of call center associates including work and attendance monitoring in accordance with organization policy and applicable legal requirements.
- Coaching direct reports on their performance on a regular basis to ensure performance metrics are achieved at a minimum weekly.
- Identifying performance related issues, develop an action plan for improvement, implement corrective action, up to and including termination of employment.
- Ensuring service delivered to our customers meets contractual Key Performance Indicator (‘KPIs’) and financial expectations.
- Communicating expectations to employees and provide timely updates.
- Providing subject matter expertise in handling escalated customer calls as needed.
- Scheduling and conduct Team Meetings to ensure expedient communication of relevant information and as an open forum for input.
- Staying current on internal work processes, policies and procedures.
- Attending required manager development training.
REQUIREMENTS
- Associate's degree in related field with at least six months of experience in a similar position.
- Knowledge of German (level C1) and English (level B2) is essential.
- Willingness to work from our office in Katowice according to the German calendar.
- Highly motivated individual with skills to develop and coach team members to achieve performance expectations and meeting timelines on deliverable.
- Work well under pressure and follow through on items to completion.
- Strong communication skills, both written and verbal.
- Ability to mentor, coach and provide direction to a team of employees.
Optional
- Technical knowledge will be an advantage.