Your Role

We are looking for a German Supervisor/Team Leader, who will be responsible for a variety of tasks, playing a key role in customers engagement, loyalty and satisfaction. The Supervisor must be able to guide, coach and motivate a team of approximately 15 Customer Service Representatives (CSR) to achieve success and solve our customer’s issues, as well as being an ambassador of our values and culture, involving the team in the activities and developing them. This position also includes direct contact with our final client in terms of presentation and discussion of results and KPI’s.

Our Offer

• Build your career in a multicultural and fast-growing company; 
• Help people to work with leader brands in various sectors; 
• Possibility to live in one of our apartments with all utilities paid by the company*; 
• Initial flight expenses refund*; Annually complementary return flight to your home country (within Europe)*; 
• Health Insurance, free healthy meals, language courses and many other perks.

*under certain requirements

Your Profile

• Native / near native German speakers; 
• Fluency in English; Solid experience in contact center, understanding of contact center business and trends; 
• Professional maturity, ability and confidence in communicate with clients and stress resistance; 
• Management skills and achievement orientation; 
• Interpersonal skills, job motivation and team work; 
• Working knowledge of Microsoft Office Suite (Excel, Word, Power Point). Availability to work from Monday to Friday 7.30am – 4.30pm.

Responsibility

• Motivate, lead and guide the team to reach their highest potential both in terms of service metrics and career goals; 
• Ensures both individual and team productivity, manages performance, provides floor assistance and real-time coaching; 
• Monitors contacts to identify areas of opportunity to improve performance and customer experience; 
• Analyze data to identify performance trends and opportunities for continuous improvement; 
• Work with the team to create meaningful development plans and deliver feedback Resolves customer escalations as needed; 
• Work with the Account Manager to escalate issues and with the client to discuss results