Customer Service Team Leader (German)
Customer Service and Call Centre - Online Gaming
|RecruitGibraltar is helping one our clients who is one of Europe's leading Gaming companies; they have a strong market share and play a dominant role in the Gaming arena, both online and retail. Their long established retail and online brands provide excellent opportunities for highly driven candidates, giving rapid career progression to exceptional employees.
What is the plan for the Customer Service Team Leader (German) role?
Monitor and improve the performance of your community of front line customer service agents – individually and as a team. Coach and mentor your agents to grow and develop their attitude, behaviours and CS competencies. Responsible for the overall performance of your team and for delivering the set targets.
What will you do as a Customer Service Team Leader (German)?
Manage leave bookings and shift changes of the assigned team members
Schedule the team members in accordance with customer contact trends
Ensure that agreed SLAs are met and customer requests are handled within the time-frame decided by the company
Highlight areas of concern to employees and management with regards to the daily operation
Create and send daily, weekly & monthly team reports according with the requirements
Create and publish reports detailing all aspects of the team performance
Participate in the recruitment and interviewing process
Motivate team members with an on-going constructive feedback
Set yearly performance goals for each assigned agent and follow up on the objectives
Carry out one to one reviews and appraisals
Carry out reviews and disciplinary meetings
Contribute to the team with a positive attitude and a friendly approach
Together with the Subject Matter Experts, develop and deliver the training for the agents
This role is to permanently cover the nightshift
What do you know that makes you a great Customer Service Team Leader (German)?
Solid experience in a gaming company with a passion for sports is essential
Extensive knowledge in Customer Service via email, phone and live chat
Natural leader with the ability to coach and mentor
Customer oriented with excellent problem solving skills
Native German language is a must
Able to influence and gain commitment from all levels of staff
Excellent at working under pressure and against tough deadlines
Salary circa €30k based on experience with bonus, and an excellent package.