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German Speaking Team Lead

vor 2 Monaten


Hamburg, Hamburg, Deutschland Cross Border Talents Vollzeit
Job Title: German-Speaking Supervisor-Relocation to Valencia

Cross Border Talents is seeking a dedicated and motivated German-Speaking Supervisor to join our client's team in Valencia, Spain. As a key member of our team, you will oversee and guide a dynamic sales team, ensuring high levels of performance, customer satisfaction, and team motivation.

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.
  • Organizational Responsibilities (20%): Organize and optimize team shifts. Ensure adherence to processes and procedures, stepping in to handle overflow calls or tickets when necessary.
  • 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.
  • 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.