German Speaking Team Leader - Call Centre

Description du poste:

German Speaking Team Lead - Call Centre
Riga, Latvia
EURCompetitive salary
Due to expansion our client is recruiting German Speaking Team Leaders to join their expanding team.
Candidates must speak at least C1 German and B2 English.
It is essential candidates have at least 1 year Team Lead experience in a call centre, candidates without this experience will not be considered.
Job Overview
* To inspire, nurture, and guide team members in a constantly evolving setting.

* Utilise associates balanced scorecards to drive process performance in order to meet and surpass SLA deliverables.
* Achieve productivity, attrition, and shrinkage goals.
* Performance Management: Weekly improvement of bottom quartile performers
* Effective and consistent communication with internal and external contacts
* Manage and delegate daily volumes within the team and coordinate activities to ensure daily BAU delivery is in line with customer KPIs
* Manage and take accountability for performance dips with adequate reinforcement plans proactively
* Develop a mode of operations that team members must follow in order to maintain excellent routine and orderliness.
* Have a thorough awareness of the processes and standard operating procedures (SOPs) that the team follows and the capacity to bring in improvements and efficiency within operations