Team Leader - German-Sibiu - On site
Adaugat: 1 săptămână în urmă
TP Romania
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Responsibilities:
As a Team Leader, you will coordinate a team of agents handling inbound and email
channels. Your main responsibilities will include:
• Ensuring compliance with service levels, quality standards, and processing
deadlines
• Acting as a direct contact person and maintaining close cooperation with Service
Operations
• Serving as the first point of contact for Customer Service Representatives
• Coordinating daily team activities and ensuring smooth operations
• Validating candidates and conducting team trainings
• Monitoring performance and KPIs, preparing reports
• Conducting coaching sessions, feedback rounds, and performance appraisals
• Ensuring team motivation and a strong team spirit
• Training employees on processes, CRM systems, and product knowledge
• Ensuring a uniform understanding of complaint processes and service
specifications
• Analysing quality data, identifying error sources, and implementing improvement
measures
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