German speaking Team Lead

• Motivate develop and mentor team members in a dynamic environment
• Drive process performance to meet and exceed SLA deliverables as per associate balanced scorecards
• Achieve targets for Shrinkage Productivity and Attrition
• Proactively manage and be accountable for dips in performance with adequate reinforcement plans
• Performance Management: Ensure weekonweek improvement for bottom quartile performers
• Maintain effective and consistent communication with internal and external contacts
• Manage and delegate daily volumes within the team and coordinate activities to ensure daily BAU delivery aligns with customer KPIs
• Possess a detailed understanding of processes/SOPs run by the team and bring improvements and efficiencies within operations
• Establish a mode of operations for team members to maintain routine and orderliness
• Conduct Team Huddles to discuss process updates feedback and key focus points for the day
• Handle and manage client queries/complaints across LOBs resolve issues and liaise with appropriate departments to handle complex issues aiming to provide more effective solutions
• Mentor the team in process & quality parameters conduct live/remote audits of client interactions
• Perform Root Cause Analysis to identify key defects and create action plans/goals for improvement
• Provide Direct Customer Support through calls live chats and/or social media to quickly resolve customer issues and questions or assist a team member
• Create Publish and Maintain operationsrelated reports promptly
• Identify training needs and provide coaching support on the ground
• Work with various support groups Recruitment Training Quality HR Workforce to enhance agent profiling and performance
• Undertake any additional ad hoc tasks that may contribute to operational needs and better service to the client.

• Fluent in German C1 or a native speaker of the relevant market language and possess manageable English skills (B1 or better) for writing and speaking to comprehend documentation and log details accurately in the client system.
• Computer literacy with a minimum typing speed of 50 wpm and 90% accuracy.
• Outstanding people management skills with experience in previous roles.
• Proficient in MS Office Word Excel and PowerPoint.
• Robust experience in presentation skills.
• Exceptional communication and customer service skills.
• Superior analytical and problemsolving abilities.
• Capability to lead initiatives in the team with innovation and a longterm vision.
• Proven experience in initiating and implementing process improvements.
• Background in Customer Support Customer Relationship or Customer Service.
• Practical experience in backoffice operations Live Chat and Social Media.
• Responsibility for managing deliverables across multiple assignments.
• Must be a selfmotivated individual who excels in their work.

• A dynamic and diverse job awaits in a pleasant and modern setting offering opportunities for personal and professional growth.
• Shifts are available within the operating hours of 7 AM to 11 PM from Monday to Sunday totaling 40 hours per week.

ms office (word, excel, powerpoint),process improvement,analytical skills,presentation skills,people management,english (b1+ or better),team management,problem-solving,german,management,fluent german c1,customer support,live chat,back-office operations,fluent in german c1 or native speaker,social media,customer service,team leadership,communication