Responsibilities
Ensure achievement of Client KPIs.
Ensure the team is organized effectively to maximize productivity
Monitor, identify, and resolve performance/behavior/attendance issues using prescribed performance management techniques.
Daily report to the delivery manager on team performance against KPIs
Handle escalations, and assist agents by providing support on customer queries
Time management of staff breaks and schedules to ensure no impact on production
Communicate all processes; client changes and notifications to agents in a timely manner
Highlight concerns that impact team performance
Conduct pre-shift team meetings on a daily basis setting focus and priorities for the day to ensure the productivity of the agents along with their KPIs.
Qualities
Excellent written and oral communication skills in both English and German, with the confidence to interact at all levels of the organization
Strong people leadership skills and takes initiative
Good reporting and presentation skills with a keen eye for detail
Desire to succeed with the ability to grasp processes and tasks quickly,
Hold your team (and yourself) accountable
Effective problem solver and takes ownership
Self-controlled/master stress management, and thrives under pressure
Strong organizational skills
Have the ability to influence and collaborate with a team
Personal drive with a sense of urgency and an ability to demonstrate a strong commitment to managing initiatives to a successful conclusion
Requirements
2+ years of customer service experience
1 year of management experience (would be an asset)
German proficiency level** C1 **and above
Excellent written and oral communication skills in both English and German
Attention to detail (i.e. verify all details are submitted, able to identify missing information)
Good use of Google Suites, Microsoft Excel, Word & PowerPoint Office suite.
Proven experience using Customer Service tools (Ticketing software, Email platforms, chat & phone software, etc.)
Strong problem-solving skills
Prior experience serving clients in a B2B environment
Benefits
Join a high-growth startup, full of possibilities
Professional and motivated colleagues from around the globe
Fair and open culture
Work-from-home arrangement
Work with clients in the USA, EU, and elsewhere
Apply via :
influx.com
