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
Strong analytics skills
Excellent guidance & coaching skills
Good communication 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