Start: asap Tasks: Monitor and report team performance Give agents regular feedback on their individual performance Motivate the team and control the turnover Organize weekly meetings to give feedback on team performance, inform on new procedures, upcoming changes Keep track of each agent's training and training needs Participate in the recruitment process together with HR department Manage all disciplinary issues effectively in communication with HR department Identify current and future hiring needs and communicate timely to Management Shift scheduling and communication to the team Make sure that working processes & procedures are up to date Offer support in critical problems (case escalations, emergencies, customer complaints) Take care of logistic problems Take incoming customer calls, log call details onto call management systems, and provide response and resolution within SLA Prepare Service Level reviews and attend Service Level Review meetings Collect metrics, analyze these and report to customer / management / quality team Provide other reports to management, as required.
Skills: Native/fluent in German, both oral and written.
Fluent in English Minimum 2 years' experience in same or similar role Computer literate with sound knowledge of Microsoft Office suite Business knowledge and commercial awareness Customer service oriented with ability to emphasize and resolve issues addressed Excellent communication skills with ability to negotiate and persuade Leadership skills with ability to implement & manage change process Follow the security rules of the company Ability to deliver training, conduct roleplays and provide feedback in 1-2-1 or group format Energetic and motivated self-starter, capable of achieving the targets set Resourceful and stress resilient personality that can adapt and remain calm in all situations.
Benefits: Excellent remuneration package based on experience, skills and performance Be part of a dynamic and creative team with positive and friendly atmosphere Guidance and tools to reach your full #J-18808-Ljbffr