Customer Service Team Leader (German speaking)

Personalbüro U. Herrmann; Katowice; On-site; PLN 120,000 - 180,000; Full time

Job summary

A recruitment agency in Poland is seeking a Team Leader, Operations to supervise call center associates and ensure performance metrics are achieved through effective coaching and leadership. The role involves monitoring attendance, developing action plans for performance issues, and ensuring customer service meets contractual KPIs. Strong communication and leadership skills are essential.

Responsibilities

• Supervise a group of call center associates, monitoring attendance and work.
• Coach direct reports on their performance to meet metrics.
• Develop action plans for improvement and implement corrective actions.
• Ensure service meets KPIs and financial expectations.
• Communicate expectations and provide updates to employees.
• Handle escalated customer calls as needed.
• Conduct Team Meetings for communication and input.
• Stay current on internal processes and attend manager training.

Job description

Start: asap

Tasks:

The Team Leader, Operations is responsible for the day-to-day supervision of a group of call center associates. This position ensures performance metrics are achieved by providing adequate coaching, motivation and accountability.

Essential Functions/Core Responsibilities

• 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.
• Effectively coach direct reports on their performance on a regular basis to ensure performance metrics are achievedat a minimum weekly.
• Identify performance related issues, develop an action plan for improvement, implement corrective action, up to and including termination of employment.
• Ensure service delivered to our customers meets contractual Key Performance Indicator (‘KPIs’) and financial expectations.
• Communicate expectations to employees and provide timely updates.
• Provide subject matter expertise in handling escalated customer calls as needed.
• Conduct Team Meetings to ensure expedient communication of relevant information and as an open forum for input. Schedule and organize team activities.
• Stay current on internal work processes, policies and procedures. Attend required manager development training.
• Promote the company´s values through both behavior and attitude, including being an advocate for team members.