Requirements: Proficient or bilingual in German and fluent in English.
Working knowledge of IT platforms, equipment, and applications, including Windows, MS Office, and internet configuration.
Sales experience with a strong understanding of business concepts and commercial awareness.
Solid IT knowledge and high customer care expertise.
Experience managing a sales team.
Strong communication skills and the ability to implement and manage change.
Adherence to company security policies and procedures.
Key Responsibilities: Management (30%) Monitor and report team performance, ensuring correct handling of calls and cases.
Provide regular feedback to agents on their performance, ideally on a weekly basis, to enhance motivation and productivity.
Lead and motivate the team, focusing on reducing turnover and retaining talented team members.
Organize weekly meetings to discuss team performance, share updates on procedures, and communicate upcoming changes.
Track each agent's training and development needs to improve their technical and communication skills.
Collaborate with the HR department during the recruitment process by providing updates on team needs and conducting second interviews for suitable candidates.
Effectively manage disciplinary issues, coordinating with HR for formal actions as necessary.
Request the hiring of new agents based on team metrics to ensure adequate staffing.
Organization (20%) Organize and optimize shift schedules for the team.
Ensure all processes and procedures are current and adhered to, including overflow calls and tickets.
Provide support in critical situations such as escalated cases, emergencies, and customer complaints.
Address logistical issues related to office supplies and general working conditions.
Incident Management (25%) Handle incoming customer calls via various channels (telephone, email, voicemail, etc.
), logging details into the call management system and ensuring responses are provided within the SLA.
Maintain expertise in applications specific to individual customers to ensure effective support.
Ensure compliance with contractual SLAs.
Customer Contact (10%) Prepare Service Level Reviews and attend related meetings to discuss performance and improvements.
Maintain regular contact with customers regarding cases, updates on procedures, and any new applications or tools.
Reporting (15%) Collect and analyze metrics to report on team performance to management, customers, and the quality team.
Provide additional reports as needed to support management decision-making.
Workplace: Onsite
