Team Leader (Supervisor)(English/German Bilingual)
24-7 Intouch
Athens, Greece
πριν από 4 μέρες
source : Europe Language Jobs

Description

About 24-7 Intouch24-7 Intouch is a global customer care and technology company that provides value-driven, future-forward solutions.

For over 20 years, we have been the people and technology behind the world’s biggest brands, empowering human potential through our artificial intelligence division, Laivly, and driving change for our client partners through actionable insights and analytics.

About the JobWe’re changing the way people think about customer care, and we need your help!We’re looking for a Team Lead (English / German Bilingual) to provide front-line direction to our Customer Service Representatives (CSRs), ensuring quality service is provided with every customer interaction.

This role involves learning and maintaining the knowledge of our partners’ brand, philosophy, products, promotions and processes.

This position will also promote professional and personal development through performance evaluations, training and career pathing plans.

As Team Lead (English / German Bilingual), You Will…Manage and supervise CSRsEnsure proficient training, professional development and employee engagement is sustained in order to prepare, grow and retain employeesManage operational performance to meet Key Performance Indicators (KPIs) and Service Level AgreementsAnalyze various reports and statistical data to measure production levels and identify root causes for underperforming areasUse critical thinking to develop solutions to improve business performance and partner successMotivate teams through relationship building and real-time coachingDevelop incentive programs to motivate CSRs to achieve desired outcomesCoordinate changes in staffing schedules by collaborating with the Operations Support Team / and or Workforce Management TeamCollaborate with other departments within the organization (HR, IT, etc) to properly resolve issuesBring in-depth operational knowledge and a thoughtful point of view when participating in partner meetingsGain expert level knowledge on all partner products and promotionsDemonstrate a positive work ethic and commitment to achieve the best possible outcomesAct as a role model and exemplify our 10 Things (cultural values)By signing this application, the applicant consents to 24-7 Intouch collecting, using and retaining his her personal information for purposes relating to the application process and if hired, the employment relationship.

Any and all personal information collected is held in the strictest confidence and in accordance with all applicable Privacy Laws.

Requirements

As Team Lead (English / German Bilingual), You Have…High school diploma or equivalent (required)Must be fluent in German and English, written and oralSome post-secondary education or completion of a post-secondary degree with a major in Business (combination of education and work experience will also be considered)1-2 years of experience in the contact center and / or customer service industry, with at least 1 year in a Team Lead / Supervisory roleExperience dealing with escalated issues in a contact center capacityThe ability to type 30 WPM with accuracyBasic knowledge of Google Suite (Sheets, Slides, Docs, Drive) is an assetThe ability to use spreadsheet applications to maintain and develop operational reportingExceptional time management, organizational and prioritization skills to complete work in a timely mannerAbility to work both independently and in a team setting within a fast-paced, entrepreneurial environmentThe ability to work a variety of shifts, including days, evenings and holidays

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