Bilingual Team Lead - German/English Customer Support

IntouchCX; Cebu City; On-site; PHP 500,000 - 900,000; Full time

Job summary

IntouchCX is seeking a Team Lead (English/German bilingual) to direct Customer Service Representatives and maintain brand knowledge, ensuring top-notch customer interactions. The role includes performance evaluations, training, and career development planning to promote growth and excellence.

The ideal candidate has 1–2 years in a contact center, strong leadership, and the ability to coach teams across shifts, including evenings and holidays.

Qualifications

• Must be bilingual in English and German, written and verbal.
• University degree with a major in Business or related field.
• 1-2 years of experience in the contact center and/or customer service industry, with at least 1 year in a Team Lead/Supervisory role.
• Experience dealing with escalated issues in a contact center capacity.
• The ability to type 30 WPM with accuracy.
• Basic knowledge of Google Suite (Sheets, Slides, Docs, Drive) is an asset.

Responsibilities

• Manage and supervise CSRs
• Ensure proficient training, professional development and employee engagement and retention
• Manage operational performance to meet KPIs and SLAs
• Analyze reports and data to measure production and identify root causes for underperforming areas
• Develop solutions to improve business performance and partner success
• Motivate teams through coaching and relationship building
• Develop incentive programs to motivate CSRs to achieve outcomes
• Coordinate staffing changes with Operations Support/WFM
• Collaborate with HR, IT and other departments to resolve issues
• Provide operational insights during partner meetings

Skills

Bilingual English/German

Team leadership

Customer service experience

Time management

Education

University degree in Business or related field

Tools

Google Suite

Job description

IntouchCX is seeking a Team Lead (English/German bilingual) to direct Customer Service Representatives and maintain brand knowledge, ensuring top-notch customer interactions. The role includes performance evaluations, training, and career development planning to promote growth and excellence.

The ideal candidate has 1–2 years in a contact center, strong leadership, and the ability to coach teams across shifts, including evenings and holidays.