German Language Team Lead in Valencia

hace 4 semanas


Valencia, Valencia, España Cross Border Talents A tiempo completo

Job Title: German Language Team Lead in Valencia

Cross Border Talents is seeking a dedicated and motivated German Language Team Lead to join our client's team in Valencia, Spain. In this role, you will oversee and guide a dynamic team, ensuring high levels of performance, customer satisfaction, and team motivation.

Key Responsibilities:

  • Team Management (30%): Monitor and report on team performance, including call and case handling. Provide regular feedback to agents, focusing on individual performance improvement and motivation.
  • Organizational Responsibilities (20%): Organize and optimize team shifts. Ensure adherence to processes and procedures, stepping in to handle overflow calls or tickets when necessary.
  • Incident Management (25%): Handle incoming customer calls and emails, logging details and ensuring timely resolution in line with SLAs.
  • Customer Contact (10%): Prepare and present Service Level Reviews, maintaining ongoing communication with customers regarding cases, procedures, and tools.
  • Reporting (15%): Collect and analyze performance metrics, reporting findings to management, the quality team, and customers as needed.

Requirements:

  • Native proficiency in German and fluency in English (written and spoken).
  • Strong IT knowledge, including Windows/MS Office and internet configuration.
  • Proven sales experience and business acumen.
  • Experience managing a sales team.
  • Excellent communication skills and the ability to manage and implement change.
  • Strong customer care expertise.
  • Familiarity with IT platforms and applications.
  • EU member state passport or a valid Spanish residence permit.


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