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Customer Service Team Leader - German (M/F/D) (M/F)

HAYS

18.05.2024 | Lisboa | Referência: 2189042


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Hays
Customer Service Team Leader - German (M/F/D) (M/F)

Lisboa


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.



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