Customer Service Team Leader (German Speaker/Deutschsprachig)

SpotOn TA; Katowice; On-site; PLN 120,000 - 180,000; Full time

Job summary

A multinational customer service company located in Katowice is seeking a Team Leader to ensure exceptional service delivery while mentoring and coaching a dedicated team. The ideal candidate will have excellent German and English language skills, with a minimum of 6 months experience in a similar role. This office-based position operates Monday to Friday, following the German calendar, offering a dynamic work environment and various benefits.

Benefits

Sports Card

Medical care

Dynamic work environment

Qualifications

• Fluency in German (C1 level or higher) and English (B2 level or higher).
• Minimum 6 months of experience in a similar position.
• Ability to mentor and coach team members.

Responsibilities

• Ensure service to customers meets KPIs and financial expectations.
• Coach direct reports to achieve performance metrics weekly.
• Supervise a group of call center associates.

Skills

Fluency in German

Fluency in English

Leadership skills

Coaching and mentoring

Strong communication skills

Ability to work under pressure

Job description

Job Description

As a Team Leader, you will ensure service delivered to our customers meets contractual KPIs and financial expectations.

Detailed Duties and Responsibilities

• Provide subject matter expertise in handling escalated customer calls as needed.
• Effectively coach direct reports on their performance on a regular basis to ensure performance metrics are achievedat a minimum weekly.
• Stay current on internal work processes, policies and procedures. Attend required manager development training.
• Ensure service delivered to our customers meets contractual KPIs and financial expectations.
• Promote the Concentrix values through both behavior and attitude, including being an advocate for team members.
• Responsible for the day-to-day supervision of a group of call center associates including work and attendance monitoring in accordance with organization policy and applicable legal requirements.
• Conduct Team Meetings to ensure expedient communication of relevant information and as an open forum for input. Schedule and organize team activities.
• Identify performance related issues, develop an action plan for improvement, implement corrective action, up to and including termination of employment.
• Communicate expectations to employees and provide timely updates.

Targeted Qualifications

• Fluency in German Language,C1 level or Higher.
• Fluency in English Language,B2 level or Higher.
• Highly motivated individual with skills to develop and coach team members to achieve performance expectations.
• Ability to lead team in multi-tasking, prioritization, and meeting timelines on deliverable.
• Min6 months of experiencein a similar position.
• Ability to mentor, coach and provide direction to a team of employees.
• Work well under pressure and follow through on items to completion.
• Willingness to work from our office inKatowice according to the German calendar.
• Strong communication skills, both written and verbal.
• Technical knowledgewill be an advantage.

Interpersonal Skills

• Communicative, Speak and/or write well and get your ideas across to others easily.
• Interpreter, Look at things and make sense of them, figure what is needed and how to fulfil it.
• Confident, Pleasant, Energetic, Helpful, Trustworthy
• Efficient, Perform tasks in the fastest and simplest ways that they can be done.
• Organized and punctual, put things in order so that they run smoothly and are always on time.
• Flexible, Can carry different responsibilities, sometimes with very little advanced notice.
• Listen, Listen/pay attention to what others are saying, without daydreaming or judging them.
• Precise, Make sure that things are done accurately, correctly, and exactly.
• Willingness to acquire new knowledge.
• Service Customers, be friendly patient, and polite with customers and try your best to service their needs/wants.

Offer & Benefits

• Salary: Kindly share your salary expectations.
• Office Based – Katowice,PL
• Full eligibility to live & work is a must.
• Monday to Friday, 8:00 – 18:30 “German Calendar”
• Sports Card.
• Medical care.
• A global team committed to the company values.
• A dynamic work environment in a dynamically international company.