German Speaking Team Leader

Luton, Bedfordshire, England

£27,500 per year + relocation assistance.

Responsibilities:

• Be a supportive member of the floor for the advisors while working closely with Real Time Associates
• Manage, monitor and report on the different work streams of the business
• Coach and drive the quality performance of your team
• Proactively manage and escalate situations affecting the business
• Conduct monthly 1to1 with your team
• Show initiative and proactively propose improvement of your scope of responsibility
• First Aider and Fire Marshall (training provided)
• Been a leader in change management

Essential Criteria:

• 2 years’ experience managing a customer service team
• Fluent German & English
• 24h/7d/365 flexibility
• Confident in multi-cultural environment
• Proven track record of initiative mind-set
• Effective interpersonal and presentation skills, both orally and written. Able to produce concise business level reports.
• You will have the resilience and confidence and gravitas to discus, debate and influence Advisors, Managers, Team Leaders and the client.
• You must be able to adapt to a fast-changing environment and be able to work at pace and efficiently.
• Demonstrates an 'action focus' approach to complete tasks and projects and can thrive on working to tight deadlines and under pressure.
• Exercises good judgement by making sound and well-informed decisions based upon a mixture of analysis, knowledge and experience.
• Numerate analytical skills, able to justify and back up proposals with facts
• Able use Word, PowerPoint and Excel to intermediate level.
• Professional and Technical
• Experience of undertaking quality measurements; ideally in a contact centre environment.
• You will understand customer experience metrics such as CSAT or NPS.
• Able to blend in the technical and soft skills with QA methods and processes to support continuous improvement.

Desirable Criteria:

• Correct understanding (verbal/written) of any other European language
• Previous experience of emergency services environment