DESCRIPTION
About IntouchCX
IntouchCX is a global leader in digital customer experience management, back office processing, trust & safety solutions, and AI services. For over 25 years, we’ve scaled with soul, building trusted long-term partnerships and empowering our people to drive positive change.
About the Job
We’re looking for a Team Lead (English/German Bilingual) to provide front-line direction to our Customer Service Representatives (CSRs), ensuring quality service is provided with every customer interaction. This role involves learning and maintaining the knowledge of our partner’s brand, philosophy, products, promotions and processes. This position will also promote professional and personal development through performance evaluations, training and career pathing plans.
As a Team Lead (Supervisor)(English/German Bilingual), You Will…
- Manage and supervise CSRs
- Ensure proficient training, professional development and employee engagement is sustained in order to prepare, grow and retain employees
- Manage operational performance to meet Key Performance Indicators (KPIs) and Service Level Agreements
- Analyze various reports and statistical data to measure production levels and identify root causes for underperforming areas
- Use critical thinking to develop solutions to improve business performance and partner success
- Motivate teams through relationship building and real-time coaching
- Develop incentive programs to motivate CSRs to achieve desired outcomes
- Coordinate changes in staffing schedules by collaborating with the Operations Support Team and/or Workforce Management Team
- Collaborate with other departments within the organization (HR, IT, etc.) to properly resolve issues
- Bring in-depth operational knowledge and a thoughtful point of view when participating in partner meetings
- Gain expert level knowledge on all partner products and promotions
- Demonstrate a positive work ethic and commitment to achieve the best possible outcomes
- Act as a role model and exemplify Our 10 Things (cultural values)
REQUIREMENTS
As a Team Lead (Supervisor)(English/German Bilingual), You Have…
- Must be bilingual in both English and German, written and verbal. Language proficiency will be a key competency to be successful in this role
- University degree with a major in Business or related field
- 1-2 years of experience in the contact center and/or customer service industry, with at least 1 year in a Team Lead/Supervisory role
- Experience dealing with escalated issues in a contact center capacity
- The ability to type 30 WPM with accuracy
- Basic knowledge of Google Suite (Sheets, Slides, Docs, Drive) is an asset
- The ability to use spreadsheet applications to maintain and develop operational reporting
- Exceptional time management, organizational and prioritization skills to complete work in a timely manner
- Ability to work both independently and in a team setting within a fast-paced, entrepreneurial environment
- The ability to work a variety on site, of shifts, including days, evenings and holidays
- No relocation package is provided for this role. Candidates must already be located in Athens, Greece, as this is an on-site position. Applicants must be EU citizens or possess all necessary legal documents and work authorization to work in Greece.
OFFER
What We Offer
- Competitive Compensation Package: attractive salary aligned with industry standards.
- Generous Paid Time Off: Enjoy 20 to 26 paid days off per year to support work-life balance and personal well-being.
- Comprehensive Health & Wellness Benefits: Industry-leading medical and life insurance coverage.
- Meal Allowances: Monthly meal vouchers to cover your everyday needs.
- Global Incentive Programs
- Professional Growth & Development
Ready to apply? Submit your application and one of our team members (including AI-powered) will reach out via email/phone/text to learn more about you and connect you to this exciting opportunity! By submitting your application, you are consenting to be contacted via the above communication channels.
By signing this application, the applicant consents to IntouchCX collecting, using and retaining his\her personal information for purposes relating to the application process and if hired, the employment relationship.
Any and all personal information collected is held in the strictest confidence and in accordance with all applicable Privacy Laws.
SKILLS
German Speaker
English and German Speaker
Team Lead
Managerial And Supervisory Skills
german speaking vacancies in athens
Greece Jobs
Contact Center Teamlead
Call Center Team Leader
Performance Management And Kpis
Problem-Solving
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