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DESCRIPTION
As a Team Lead, you will manage and motivate a team of German speaking customer advisors, ensuring adherence to company policies and operational plans. You will conduct performance reviews, drive KPIs, and provide support to team members to achieve strategic goals.
Key Responsibilities
- Manage, coach, lead, and motivate a team of customer advisors/agents, ensuring all adhere to company policies and procedures.
- Get trained on team’s scope of work to ensure a very good understanding of the processes.
- Act as an escalation point for client and team members.
- Conduct performance reviews, providing feedback based on quality assessments.
- Oversee real-time activity and agent productivity and assist in the preparation and implementation of operational plans.
- Communicate organizational and departmental strategy requirements in briefings and team meetings.
- Drive performance and work with underperformers to achieve agreed KPIs, identifying and addressing any compliance gaps.
- Run NPS analysis and report KPI gaps to Operations Managers, focusing on individual and team performance.
- Address any people issues and provide support to team members on both people and process related questions.
REQUIREMENTS
Skills and Specifications
- Advanced proficiency in German (B2) and medium proficiency in English.
- Ability to present value-added solutions to customers.
- Time management skills to achieve goals while maintaining discipline and strict compliance.
- Experience in a multi-system environment.
- Excellent knowledge of management methods and techniques.
- Working knowledge of customer service software, databases, and CRM tools.
- Strong client-facing and communication skills.
- Customer service-oriented, with the ability to exceed customer expectations.
- Excellent written and verbal communication skills, with the ability to communicate at all levels of management.
- Excellent organizational skills and a detail-oriented approach to problem-solving.
- Passion for ensuring success within the company's culture of excellence and commitment to quality and customer service.
Education and Qualifications
- Proven work experience of at least 1+ years as a Customer Service Team Lead or similar role in complex business contexts.
- Experience in the Telco industry would be an advantage.