Customer Service Manager – Temporary

Jobtailor; Deutschland; Remote; EUR 52.000 - 72.000; Vollzeit

Zusammenfassung

Jobtailor in Germany is seeking a capable Customer Service Team Lead to drive results through daily, weekly, and monthly management routines. You will coach and motivate the team to meet key performance indicators and own accountability for service delivery.

The role focuses on outbound and inbound activities, handling complaints, and collaborating with cross-functional teams to ensure accurate, compliant operations. Strong leadership and communication are essential.

Qualifikationen

• 2+ years supervisory or team lead experience.
• 2+ years of experience handling complex processes, problem solving and applying analytical skills.
• Demonstrate a calm and professional demeanor in a busy business environment.
• Strong understanding of insurance or complex information.

Aufgaben

• Drive results through daily, weekly, monthly management routines.
• Ensure the team meets or exceeds all key metrics.
• Oversee outbound activities (appointment confirmation, courtesy calls, web chat, email, etc.).
• Manage team handling inbound calls focusing on efficiency, referrals, accuracy, compliance, and quality.
• Monitor each Associate’s daily performance against monthly goals.
• Address performance issues promptly and effectively.
• Drive accountability for results and immediate improvements.
• Coach and motivate to achieve individual and team targets.
• Adjust team performance to meet KPIs.
• Handle and supervise all customer complaints related to CSAs or service delivery.
• Partner with designated teams to coordinate and ensure proper operational delivery.

Kenntnisse

Team Leadership

Performance Management

Customer Service Excellence

Analytical Problem Solving

Effective Communication

Tools

Desktop Navigation

Jobbeschreibung

Driving the results through daily, weekly, monthly management routines

Ensure the team is meeting or exceeding all key metrics

Managing outbound facing activities (appointment confirmation, courtesy calls, web chat, email, etc.)

Managing team taking inbound calls, focusing on efficiency, referrals, accuracy, compliance, and quality

Monitoring each Customer Service Associate’s daily performance against monthly objectives and goals

Addressing both positive and negative performance issues in a timely and impactful manner

Driving accountability for results and immediate improvement towards results

Achieving goals against individual and team targets through coaching, planning, and motivation

Understanding adjustments needed in team performance to achieve key performance indicators

Handling and supervising all customer complaints related to the Customer Service Associates or service delivery received

Partnering with designated teams to coordinate and ensure proper operational delivery

Requirements

• 2+ years supervisory or team lead experience
• 2+ years of experience handling complex processes, problem solving and applying analytical skills
• Demonstrate success in maintaining a calm and professional demeanor in a busy business environment
• Exhibit excelled understanding details of insurance or complex information
• Possess ability to multi-task, have good computer skills and desktop navigation, and be an exceptional communicator

Core Competencies

Demonstrates strong leadership and team management skills, focusing on achieving key performance indicators through effective coaching, planning, and motivation. Proficient in handling complex processes and customer service operations while maintaining a professional demeanor in a fast-paced environment.

Highest-signal resume keywords

• Team Leadership
• Performance Management
• Customer Service Excellence
• Analytical Problem Solving
• Effective Communication

ATS Optimization Keywords

Hard Skills

• Performance Metrics
• Process Management
• Coaching
• Planning
• Multi-tasking
• Desktop Navigation
• Customer Complaint Handling
• Operational Delivery

Soft Skills

• Professional Demeanor
• Motivation
• Accountability

Industry Keywords

• Insurance Knowledge
• Customer Service Associate
• Key Performance Indicators
• Outbound Activities
• Inbound Calls