Company Overview: TrustCloud VideoID is a leading company within the TrustCloud group, specializing in providing video identification, back-office, and fraud detection services to global organizations. Our cutting-edge technology harnesses the power of video calls to create secure and reliable Know Your Customer (KYC), Know Your Business (KYB), and Anti-Money Laundering (AML) protocols. With the largest team of professional video agents in Europe, we offer worldwide coverage and multilingual support.
General Skills: As a Team Leader, you will manage a group of Fraud Detection Agents and serve as the internal face of the company. To excel in this role, you should possess the following skills:
Excellent communication skillsEmpathy and a strong team player mindsetFlexibility to adapt to different situationsAvailability for different shifts, including weekendsEnthusiasm for learning and teachingPassion for technologyProficiency in computer skills, including Excel (proficiency will be tested)Education:
Minimum High School educationIdeally, a university degree in a business-related fieldLanguage Proficiency:
Native-level fluency in GermanMinimum C1-C2 level of English proficiencyKnowledge of other European languages is a strong plusProfessional Background:
Minimum 1 year of experience in team management, preferably in:Video call-related companiesSecurity/document verification companiesCall center industryPrior experience as a Customer Service agent is preferredProficiency in Excel reporting, PowerBI, and data analysisAverage Agent Ratio: Typically, a Team Leader will manage a group of 15 agents.
Mission:
Gain a comprehensive understanding of the service from various perspectivesAchieve global objectives for the teamAssist agents in reaching their individual goalsCollaborate and contribute to the improvement and development of the video centerObjectives:
Manage a team of video agentsAttain the required average calls per agent globally within the teamMonitor team performance, provide coaching and feedback to enhance productivity and quality, including:Achieving the required percentage of quality for each team memberEnhancing team performanceControlling and managing team shifts, rotations, and holidaysEnsuring compliance with company policies, procedures, and regulationsConducting regular performance reviews and offering ongoing training and development for the video agent teamTraining:
Ensure the video agent team is adequately trained and equipped to perform their duties effectivelyMinimize the ramp-up time for new agents to meet the proposed objectivesRegular and timely retraining to keep the team updated on procedures, regulations, security measures, etc.Implementation and Continuous Improvement:
Develop and implement policies and procedures to enhance the effectiveness of the video agent team in fraud preventionAnalyze data, identify trends, and improve fraud prevention strategiesMaintain a high level of knowledge and expertise in fraud prevention, staying up-to-date with the latest technologies and techniquesCollaboration:
Collaborate with other departments, such as security and compliance, to ensure effective communication and coordinationSalary: 23,000.00€ - 28,000.00€ per year
Application Question(s): Do you have availability to work occasionally on weekends?
Experience: team leader: 1 year (required)
Language: german at native or C2 level (required)
Work Location: Hybrid remote in 28023 Madrid
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