Your new Company

Integrate a great opportunity in a Dynamic Company that can offer you the possibility to expand your limits and go abroad with your management skills, supervising a team of excellence in Customer Support.

Your new role

• Responsible for direct leadership, supervision, development and engagement of a team of Customer Service;
• Provides guidance, support, engagement and coaching to all direct reports along with regular meetings in order to drive performance;
• Monitor and deliver individual and team performance and development reviews;
• Conducts regular one-to-one-to-one meeting with team members;
• Manages all team conduct and capability conversations including investigation and formal disciplinary hearings in consultation with HR and completes all HR documentation and files;
• Evaluates, provides feedback, mentors and motivates employees to provide excellent customer service, while improving contact quality and performance metrics;
• Monitors live or recorded contacts and identify performance gaps; 
• Review the daily scheduling plan to ensure real time coverage in all areas of customer contact;
• Responsibility for achieving and reporting on operational KPIs: service levels, operational times and operational abandonment;
• Work with the Contact Center Manager to oversee the training and development of all employees;
• Maintain product knowledge whilst offering support to each Customer Support Agent & Lead Agent;
• Maintain a team Quality & Assurance score that meets the department KPI for each period outlined in the annual objectives.
• Participates in customer quality calibration sessions.

What you'll need to succeed  

• Experience of managing customer service teams in multinacional environment;
• Fluent in German and English – both written and spoken;
• Good communications skills (written, verbal and presentational);
• Performance management experience;
• Decision-making and problem-solving skills and can work with minimal supervision;
• Excellent coaching skills;
• Ability to critically assess your own performance and the performance of an assigned team;
• Strong analytical skills and detail oriented.

What the Company can offer you

An excellent opportunity to have a good salary conditions, with added bonus and other benefits that can enhance your own offer.

Next Step

If you are interested in this role, please send us your updated CV.