Team Leader with German

The Team Leader is responsible for the day-to-day supervision of a group of call center associates. This position ensures performance metrics are achieved by providing adequate coaching, motivation and accountability.

Your responsibilities:

• The day-to-day supervision of a group of German-speaking call center associates including work and attendance monitoring in accordance with organization policy and applicable legal requirements.

• Effectively coach direct reports on their performance on a regular basis to ensure performance metrics are achieved at a minimum weekly.

• Identify performance related issues, develop an action plan for improvement, implement corrective action, up to and including termination of employment.

• Ensure service delivered to our customers meets contractual Key Performance Indicator (‘KPIs’) and financial expectations.

• Communicate expectations to employees and provide timely updates.

• Provide subject matter expertise in handling escalated customer calls as needed.

• Schedule and conduct Team Meetings to ensure expedient communication of relevant information and as an open forum for input.

• Stay current on internal work processes, policies and procedures.

• Attend required manager development training.

Our requirements:

• Associate's degree in related field with at least 6 months of experience in a similar position.

• Knowledge of German (level C1) and English (level B2) is essential.

• Willingness to work from our office in Katowice according to the German calendar.

• Highly motivated individual with skills to develop and coach team members to achieve performance expectations and meeting timelines on deliverable.

• Work well under pressure and follow through on items to completion.

• Strong communication skills, both written and verbal.

• Ability to mentor, coach and provide direction to a team of employees.

• Technical knowledge will be an advantage.

Our benefits:

• Comprehensive benefits package, including access to MyBenefit system, private healthcare (Luxmed), and life insurance.

• Access to e-learning platforms.

• Employee Assistance Program (psychological, managerial, legal, and financial counselling).

• Free language classes.

• Interesting events, contests, lotteries, and much more.

• Stable full-time employment based on an employment contract.

• Work in a modern office at Global Office Park, right in the heart of Katowice.