German Team Lead

Summary

Join PartnerHero as a Fixed Term German Team Lead overseeing a team of Customer Support Specialists supporting a key product company.

Requirements

• Proven experience in a customer support team lead role, preferably in a contact center environment
• Strong leadership and team management skills, with the ability to motivate and inspire a team
• Excellent communication skills, both verbal and written, with the ability to interact effectively with customers and team members
• Experience influencing and motivating employees to attain stated metrics/KPIs in a production environment
• Strong analytical skills, adept at addressing challenges and enhancing efficiency in high-pressure situations, with a high degree of adaptability
• Extensive experience in client interactions, focusing on satisfaction and loyalty, with a proactive approach to implementing innovative solutions
• Ability to work in a fast-paced, dynamic environment and manage multiple projects simultaneously

Responsibilities

• Lead, mentor, and coach a team of customer support representatives, providing guidance and support to ensure optimal performance outcomes
• Conduct regular team meetings and provide ongoing training and development opportunities to enhance skills and knowledge
• Ensure that all customer inquiries, concerns, and complaints are addressed promptly and effectively, maintaining the highest levels of customer satisfaction
• Develop and optimize customer service processes and workflows to improve efficiency and productivity
• Analyze metrics and KPIs, such as response times, first contact resolution, and customer satisfaction scores, and take necessary actions to meet or exceed targets
• Prepare regular reports on customer service performance, including key metrics, trends, and customer feedback, and present findings to management
• Identify areas for improvement and implement strategies to enhance customer service operations based on data-driven insights
• Handle employee issues, including performance concerns, conflict resolution, and disciplinary actions when necessary