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BPO Team Leader with German – Work From Home

As our new Team Leader you will manage a team of up to 25 Associates aiming for top customer service delivery on multiple channels – email, voice, chat. The overall goal is to ensure our team is knowledgeable and delivers top customer service in an accurate, courteous and constant manner. You will be the leader offering support, guidance and day to day management to your team, as well as being a role model for your crew.

 Job Desciption

  • Team coordination in a contact center focused on delivering high quality support dedicated to leading international airlines, travel and/or tourism players
  • Lead team(s) of up to 25 Contact Center representatives including Supervisors
  • Ensuring that the project assigned to you is functioning as per client expectations, meeting SLAs
  • Coaching a group of agents and their Supervisors, leading by example, helping them to perform as a team
  • Manage effectively by operational KPIs whilst playing as a leader focused also on your team human potential and needs
  • Interact with the client and management team, share performance improvement/process priorities proposals
  • Escalate superior process or client related needs to superior level together with suggested ways forward
  • Able to work in changing environments, where flexibility and quick adaptation are key for success
  • Good performance indicators and reports management abilities
  • Independent, problem solver and customer focused

             Your Profile

            • Fluent in German (min. C1 level speaking and writing) and solid English knowledge are a must
            • Strong people and team management skills proven in similar roles or environments
            • Airlines, travel or tourism, BPO/SSC prior experience is a valuable advantage
            • Knowledge of booking software such as Galileo, Amadeus is a valuable advantage
            • 2 years of experience as a Supervisor or Team Leader across min. two processes
            • Availability to work in rotational shifts (including night shifts)

                     We Offer

                    • Work From Home
                    • Competitive salary package
                    • Career growth opportunities within an international developing team
                    It is our policy to provide equal employment opportunities to all individuals based on job-related qualifications and ability to perform a job, without regard to age, gender, gender identity, sexual orientation, race, color, religion, creed, national origin, disability, genetic information, veteran status, citizenship or marital status, and to maintain a non-discriminatory environment free from intimidation, harassment or bias based upon these grounds
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