Valencia German Team Lead
hace 5 horas
We are seeking a highly skilled and experienced Native German Supervisor to lead our team in Valencia. As a key member of our organization, you will be responsible for managing a sales team, ensuring excellent customer service, and driving business growth.
Job DescriptionThis is an exciting opportunity for a motivated and results-driven professional to join our team as a Native German Supervisor. In this role, you will be responsible for:
- Team Management (30%):
- Maintain accurate records of team performance and ensure compliance with company procedures.
- Provide regular feedback to agents on their performance to enhance motivation and productivity.
- Lead and motivate the team to reduce turnover and retain talented team members.
- Organize weekly meetings to discuss team performance, share updates on procedures, and communicate upcoming changes.
- Collaborate with HR to recruit suitable candidates and manage disciplinary issues.
- Organization (20%):
- Create and optimize shift schedules for the team.
- Ensure all processes and procedures are up-to-date and followed by the team.
- Provide support during critical situations such as escalated cases or emergencies.
- Incident Management (25%):
- Handle customer inquiries via various channels, logging details into the call management system and responding within SLA times.
- Maintain expertise in applications specific to individual customers to provide effective support.
- Customer Contact (10%):
- Prepare Service Level Reviews and attend related meetings to discuss performance and improvements.
- Maintain regular contact with customers regarding case updates and new applications.
- Reporting (15%):
- Analyze metrics to report on team performance to management, customers, and the quality team.
- Provide additional reports as needed to support management decision-making.
Benefits: We offer a competitive salary, plus benefits package including health insurance, retirement plan, and paid time off. You will also have the opportunity to work with a dynamic and growing company in the heart of Spain.
Requirements: To be successful in this role, you will need:
- A native level of proficiency in German and fluency in English.
- Experience managing a sales team and providing excellent customer service.
- Strong communication and leadership skills, with the ability to implement and manage change.
- Solid IT knowledge and adherence to company security policies and procedures.
Salary: € 60,000 - 80,000 per annum depending on experience.
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