[ref. f66652224] Team Leader (German) - Jaipur

Job Description

Overview

This position serves as a bridge between management and the team, enabling effective feedback mechanisms and continuous improvement strategies. In a competitive landscape, having a dedicated Team Leader who can speak German is vital for reaching and retaining a diverse customer base, thereby enhancing the company's international presence and reputation.

• Lead and manage a team of customer service agents to achieve performance targets.
• Facilitate regular training sessions to enhance team skills and knowledge in German.
• Monitor team performance metrics to ensure quality standards are met.
• Provide timely and actionable feedback to team members to foster growth.
• Address and resolve escalated customer issues, ensuring satisfaction.
• Coordinate with other departments to promote a collaborative work environment.
• Develop and implement strategies to boost team morale and productivity.
• Conduct regular team meetings to keep everyone informed of company updates.
• Analyze service metrics to identify trends and areas for improvement.
• Ensure compliance with company policies and procedures by all team members.
• Assist in the recruitment and onboarding process for new team members.
• Prepare reports detailing team performance for management review.
• Encourage an inclusive atmosphere where all team members feel valued.
• Stay updated with industry trends to enhance service delivery.
• Promote a customer-first culture within the team.
• Drive initiatives to enhance operational efficiency and reduce turnaround time.

• Bachelor's degree in Business Administration, Management, or related field.
• Fluency in German (spoken and written) is mandatory.
• Proven experience in a leadership role, preferably in customer service.
• Strong understanding of customer service principles and practices.
• Excellent verbal and written communication skills in both German and English.
• Ability to motivate and inspire team members to achieve goals.
• Proficient in using customer service software and tools.
• Demonstrated analytical and problem-solving capabilities.
• Familiarity with performance metrics and KPIs related to customer service.
• Experience in conducting training and coaching sessions.
• Strong organizational skills with a focus on time management.
• Ability to remain calm under pressure and handle difficult situations effectively.
• Track record of successfully implementing process improvements.
• Willingness to work flexible hours as needed.
• Experience in multi-cultural teams is a plus.

Skills: customer service,team management,leadership skills,problem-solving,customer service principles,german,communication skills,time management,analytical thinking,training and development,german fluency,analytical skills,process improvement,adaptability,leadership