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Customer Care Team Lead with German
Descriere Companie
For our client, a new GBS, providing integrated support functions and operational services for entities across Europe, with a focus on delivering standardised processes, efficiency, and business continuity at an international level, we are recruiting a Customer Care Team Lead with German.
Descriere
Managing daily operations through the lens of real-time KPIs (e.g., First Contact Resolution, NPS, AHT) and using these insights to conduct targeted coaching and to balance workloads effectively;
Ensuring your team strictly adheres to the global processes and tools provided by HQ, ensuring a consistent brand experience regardless of location;
Conducting regular, data-backed performance reviews, helping your employees understand their contribution to the GBS goals, and identifying areas for professional growth;
Using operational data to identify friction points in the global tools and suggesting evidence-based improvements to the CC Manager;
Leading your team through the adoption of new technologies (e.g., AI-ticketing), turning global innovation into local success.
Cerințe
Professional background in Customer Care, ideally in a GBS or high-volume environment, with experience leading teams through change as a plus;
Resilience and empathy with a balanced leadership style that balances high performance expectations with a supportive, people-oriented approach;
Ability to monitor dashboards and derive immediate operational measures to keep service levels on track;
Exceptional communication skills with a fluent command of both English and German;
Experience with Service Management Tools, Google Workspace, and CRM tools.
