TEAM LEADER - GERMAN SPEAKING - HYBRID

Our client, a world leader in sports betting and gaming entertainment is looking for a German speaking Customer Service Team Leader to join their team in Lisbon!

Responsabilities:

People Management

- Understands and explains results and follows up with actions

- Gives instructions to complete tasks and explains why

- Provides feedback on results and task completion-

- Provides encouragement and recognition for outstanding performance

- Is open to employee concerns, suggestions and feedback

- Gives development opportunities

- Acts as a role model and sets a good example

Communication:

- Conduct monthly 121 meetings in order to listen agents, provide the feedback, discuss agent’s performance (focus on quality and productivity) and development areas

- Provide deep dives on performance of team members and act accordingly

- Deliver monthly team meetings in order to discuss the team performance, the future opportunities and strategic plans, important updates for the team and CS department

- Conveys the message clearly, correctly and comprehensively

Work in co-operation with shift leaders, management, and the CS Analyst to advise about the most efficient and effective way how to lead people towards our quality and productivity goals

Coaching:

- Gives others the opportunity to put forward and elaborate ideas

- Provides open and constructive feedback about the learning process

- Stimulates others to find own solutions to overcome problems

- Shares interesting, educational experiences

- Encourages others to learn from mistakes and failures.

Enables others to develop by delegating tasks and responsibilities to them that slightly exceed their limitations

Managing Results:

- Continuously looks for opportunities to improve efficiency and effectiveness

- Is decisive and action-oriented

Projects, Initiatives, Improvements:

- Participates on projects and initiatives in order to look for ways to make company better long-term

- Investigates and takes action to meet customers' current and future needs

- Demonstrates boldness and courage to try new approaches

- Cooperates with other departments to ensure consistency within all departments

Requisitos do trabalho

- Fluent English and German – C1 level (speaking & writing)

- Previous experience as a team leader for a contact center

- Functional Competencies – Assertiveness, Empathy, Planning & Organizing and Decision Making

- Fixed Competencies – Teamwork, Continuous Improvement and Helicopter view

- Analytical thinking

Outros dados de posição

- Hybrid setting (3 days from home)
- Ongoing training and development opportunities
- Multicultural environment
- Health insurance
- Leader in the market, well known company and inclusion company with a great work environment and multicultural team
- Access to LinkedIn Learning
- Access to Employee Assistant Tool
- Fruit and coffee in the office, protocols with local partners
- Birthday Day: 1 Extra leave day per year