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DESCRIPTION
About the Role
Are you an experienced people leader fluent in German with a passion for customer service and team development? We are looking for a German-speaking Team Lead to join our growing contact center team. In this role, you will lead a group of customer service agents, ensuring high performance, motivation, and quality of service across the board.
Key Responsibilities
- Lead, coach, and motivate a team of German-speaking contact center agents;
- Monitor and evaluate team performance, providing regular feedback and development plans;
- Ensure operational KPIs, SLAs, and quality standards are consistently met or exceeded;
- Handle escalations and provide hands-on support to the team when needed;
- Collaborate with Workforce Management, Quality, and Training teams to optimize results;
- Report on team metrics and identify opportunities for continuous improvement;
- Support new hire onboarding and ongoing training initiatives.
Who You Are
- Fluent in German (C1 or native level) and English (B2+);
- Previous experience in a Team Lead or Supervisory role within a contact center (minimum 1 year);
- Strong leadership, coaching, and conflict resolution skills;
- Data-driven with good command of performance metrics and reporting;
- Comfortable in a dynamic, fast-paced, and multicultural environment;
- Proficient with tools such as CRM systems, ticketing platforms, and Microsoft Office.
What We Offer
- Competitive salary and performance-based incentives;
- Private health insurance and other benefits;
- Training and professional development opportunities;
- International and inclusive work environment;
- Career progression within a growing organization.
Ready to Lead?