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Contact Center Team Leader (German)

Job Description

Job Description

Do you have experience in leading support teams? Are you a positive and enthusiastic person, ready to go the extra mile? Then this position is for you:


The Company

For one of our clients, a successful and young American company which is specialized in cloud software, web-based products, operating systems and desktop and mobile applications, we are currently recruiting a German Team Leader for their brand-new offices in Barcelona.


The Job

As part of the support team, you will be in charge of the operational management of a customer service team of approx. 50 agents. Your main tasks will be to:


- Increase the efficiency of the customer support team

- Select, train, coach and develop the performance of your team

- Guarantee the quality of service delivered to customers at every point of contact

- Measure customer satisfaction using call monitoring

- Review with the team and identify corrective action requirements and training

- Monitor SLA and KPIs and produce statistical analyses of team activities

- Improve and develop the Customer Service process

- Ensure high level of service, efficiency and quality within the department

- Manage the workload planning, compile previsions and forecasts


The Profile

The ideal candidate has previous experience in managing a support team in a contact centre environment and an excellent level in English.

- Excellent level in English and German

- Speaking Spanish is considered as a big plus

- Min. 3-5 years of experience as team leader or supervisor of a support team

- Previous experience in workforce management, strategic planning and performance management

- Strong analytical skills, good knowledge of Excel

- Excellent communication skills, both oral and written

- Customer orientation and a high level of empathy

The Offer

- The opportunity to be part of a market leading company in the digital industry

- A stable position within an open minded and employee oriented working environment

- Career development opportunities

- Training courses, soft skills coaching and product training

- Monday to Friday: 9 AM to 6 PM

- Salary: 28,000.00 € gross/year

- Interviews: 4th and 5th of April

- Start date: to be confirmed


Reference: TGL01


Ref: TGL01


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