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German-Speaking Team Lead for Sales Operations
vor 2 Monaten
Key Responsibilities:
### Team Management (30%)
* Monitor and report on team performance, including call and case handling.
* Provide regular feedback to agents, focusing on individual performance improvement and motivation.
* Lead and inspire your team to maintain high morale and low turnover rates.
* Organize weekly meetings to review team performance, share updates on new procedures, and communicate upcoming changes.
* Track and address the training needs of your team to enhance technical and communication skills.
* Collaborate with the HR department in the recruitment process, participating in second-round interviews and advising on staffing needs.
* Manage disciplinary actions effectively, in coordination with HR.
### Organizational Responsibilities (20%)
* Organize and optimize team shifts.
* Ensure adherence to processes and procedures, stepping in to handle overflow calls or tickets when necessary.
* Address logistical issues, including office supplies and general working conditions.
* Provide support during critical incidents, escalations, and customer complaints.
### Incident Management (25%)
* Handle incoming customer calls and emails, logging details and ensuring timely resolution in line with SLAs.
* Maintain in-depth knowledge of customer-specific applications.
* Ensure all contractual SLAs are consistently met.
### Customer Contact (10%)
* Prepare and present Service Level Reviews, maintaining ongoing communication with customers regarding cases, procedures, and tools.
### Reporting (15%)
* Collect and analyze performance metrics, reporting findings to management, the quality team, and customers as needed.
Requirements:
* Native proficiency in German and fluency in English (written and spoken).
* Strong IT knowledge, including Windows/MS Office and internet configuration.
* Proven sales experience and business acumen.
* Experience managing a sales team.
* Excellent communication skills and the ability to manage and implement change.
* Strong customer care expertise.
* Familiarity with IT platforms and applications.
* EU member state passport or a valid Spanish residence permit.
If you are a motivated and experienced sales professional looking to take on a leadership role in a dynamic international environment, please submit your application.
We look forward to hearing from you"}
