CS Team Leader with German- KRAKÓW/ŁÓDŹ/OPOLE/REMOTE
Job Offers
CS Team Leader with German- KRAKÓW/ŁÓDŹ/OPOLE/REMOTE

For our Client we are looking for an experience customer focused Team Leader to join our fantastic team here in Poland. Our aim is to provide excellent levels of customer care and satisfaction by successfully handling a variety of unique phone and email enquiries. At the same time, we remain dedicated to promoting other products and exclusive offers in line with customer needs and as part of our client commitment.
In this role, you would have overall team responsibility for all day-to-day activities and outputs. As Team Leader, your role would be to drive the team outputs and productivity while ensuring all goals and objectives are achieved.

Important individual tasks:
• driving the quality and quantity of outputs from all assigned customer advisors
• responsible for ensuring customer advisors develop the required specialist knowledge,
communication requirements and process knowledge to deliver the best results.
• control of deployment times (e.g. duty roster, breaks)
• productivity: target achievement regarding operational, project-specific key figures (e.g. sales rate, cancellation rate, contacts per hour / day / week / month, AHT, internal and external monitoring results, etc.)

Leadership of the customer advisor
• leading the customer advisors via meetings and follow up sessions on corresponding target
agreements regarding the quality and quantity of work and work behavior.
• performance management and maintaining adherence to required standards, processes, and workflows
• follow-up and control of quality assurance
• conducting employee reviews

Project-related tasks
• maintenance of the project documentation and the associated tools
• planning and follow-up (reviews) of training courses for customer advisors
• organisation and implementation of team meetings and briefings
• preparation of required reports and presentations

• German at a C1-level is a must
• basic knowledge of English
• commercial experience of 2 – 3 years
• ability to both work within and develop a team
• service-oriented, appreciative, and respectful interaction with customer advisors and leadership
• good knowledge of MS Office
• excellent organisational skills
• very good analytical and critical thinking
• experience in customer service
• enjoys working in a multi – cultural and challenging team environment
• aptitude for work in a fast paced and goal-oriented environment
• previous Telco sector experience
• any additional language skills

We offer:

• Friendly work atmosphere and positive environment with great work-life balance (a 30-minute lunch break included in the 8-hour working day)
• Attractive and convenient Office locations– currently full-time home office
• Access to free in-house language classes
• Opportunity to become one of the Internal Trainers
• A multinational environment, with strong ties to UK business culture
• LuxMed medical healthcare and Generali group insurance
• Multisport Plus / Classic or MultiKafeteria benefit systems
• Extra day off for voluntary activities close to your heart
• Access to our Employee Network Groups, which represent every strand of diversity and allow colleagues to connect and learn from each other on an open, inclusive platform