German Team Leader (GDS Experience)

Intouch CX

Posted 30+ days ago

Experience

1 - 3 Years

Job Location

Cairo - Egypt

Education

Any Graduation

Nationality

Any Nationality

Gender

Not Mentioned

Vacancy

1 Vacancy

Job Description

Roles & Responsibilities

Manage and supervise CSRs

Ensure proficient training, professional development and employee engagement is sustained in order to prepare, grow and retain employees

Manage operational performance to meet Key Performance Indicators (KPIs) and Service Level Agreements

Analyze various reports and statistical data to measure production levels and identify root causes for underperforming areas

Use critical thinking to develop solutions to improve business performance and partner success

Motivate teams through relationship building and real-time coaching

Develop incentive programs to motivate CSRs to achieve desired outcomes

Coordinate changes in staffing schedules by collaborating with the Operations Support Team and/or Workforce Management Team

Collaborate with other departments within the organization (HR, IT, etc.) to properly resolve issues

Bring in-depth operational knowledge and a thoughtful point of view when participating in partner meetings

Gain expert-level knowledge on all partner products and promotions

Demonstrate a positive work ethic and commitment to achieve the best possible outcomes

Act as a role model and exemplify Our 10 Things (cultural values)

Desired Candidate Profile

Must be bilingual in both English and German, written and verbal. Language proficiency will be a key competency to be successful in this role

University degree with a major in Business or a related field

1-2 years of experience in the contact center and/or customer service industry, with at least 1 year in a Team Lead/Supervisory role

Experience dealing with escalated issues in a contact center capacity

The ability to type 30 WPM with accuracy

Basic knowledge of Google Suite (Sheets, Slides, Docs, Drive) is an asset

The ability to use spreadsheet applications to maintain and develop operational reporting

Exceptional time management, organizational and prioritization skills to complete work in a timely manner

Ability to work both independently and in a team setting within a fast-paced, entrepreneurial environment

The ability to work a variety of shifts, including days, evenings and holidays

Company Industry

  • Call Center
  • BPO
  • KPO
  • Outsourcing

Department / Functional Area

  • Helpdesk
  • Customer Service
  • Telecalling

Keywords

  • German Team Leader (GDS Experience)

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Intouch CX

About the Job

We re looking for a Team Lead (English/German Bilingual) to provide front-line direction to our Customer Service Representatives (CSRs), ensuring quality service is provided with every customer interaction. This role involves learning and maintaining the knowledge of our partner s brand, philosophy, products, promotions and processes. This position will also promote professional and personal development through performance evaluations, training and career pathing plans.

Read More

https://wuzzuf.net/jobs/p/b0pqnjwimzch-german-team-leader-gds-experience-intouch-cx-cairo-egypt