German Team Leader - Customer Service - Lisbon

KultureTalent - Global Talent; Lisboa; Presencial; EUR 36.000 - 48.000; Jornada completa

Descripción de la vacante

KultureTalent - Global Talent is seeking a German Team Leader for our Lisbon-based Customer Service operation. The role focuses on motivating and coaching a multilingual team, driving performance, and delivering service improvements.

The successful candidate will manage German-speaking advisors, provide feedback, monitor metrics, and collaborate with quality teams to ensure high customer satisfaction in a fast-paced environment.

Formación

• Native or proficient in German (C1/C2) and other language is a plus.
• Fluency in English (B2).
• 1 year of previous experience in management a multilingual team.
• Ability to adapt to a fast-paced industry.
• Excellent guidance & coaching skills.

Responsabilidades

• Motivate as a leader, controlling turnover and retaining potential and motivated team members.
• Monitor and report team performance (correct call treatment, case treatment).
• Give advisors feedback on their individual performance to improve and motivate their daily work.
• Develop strategies for improvement of results/LOB upon need.
• Distribute and balance the workload over the advisors and team leaders.
• Make sure processes and procedures are up to date.
• Offer support in critical problems (case escalations, emergencies, customer complaints).
• Take care of logistic problems (office supplies, general working conditions).
• Responsible of team administration
• Perform other tasks/duties as assigned by management depending on service needs
• Collect metrics, analyze these and report to customer / management / quality team.
• Provide other reports to management, as needed.
• Review of the data with PM and support preparing actions accordingly

Conocimientos

German (C1/C2)

English (B2)

Management

Coaching

Descripción del empleo

About the job German Team Leader - Customer Service - Lisbon

RESPONSABILITIES:

• Motivate as a leader, controlling turnover and retaining potential and motivated team members
• Monitor and report team performance (correct call treatment, case treatment.)
• Give advisors feedback on their individual performance to improve and motivate their daily work
• Develop strategies for improvement of results/LOB upon need
• Distribute and balance the workload over the advisors and team leaders.
• Make sure processes and procedures are up to date.
• Offer support in critical problems (case escalations, emergencies, customer complaints).
• Take care of logistic problems (office supplies, general working conditions).
• Responsible of team administration
• Perform other tasks/duties as assigned by management depending on service needs
• Collect metrics, analyze these and report to customer / management / quality team.
• Provide other reports to management, as needed.
• Review of the data with PM and support preparing actions accordingly

REQUIREMENTS:

• Native or proficient in German(C1/C2) and other language is a plus
• Fluency in English (B2)
• 1 year of previous experience in management a multilingual team (CC is a plus)
• Ability to adapt to a fast-paced industry
• Excellent guidance & coaching skills
• Focus on business improvement
• Have excellent Customer Care skills
• Team building abilities: capacity to motivate and inspire people
• Good organizational capacity
• Are a team player and empathetic, flexible