Responsibilities

• Ensure achievement of Client KPIs.
• Ensure the team is organized effectively to maximize productivity
• Monitor, identify, and resolve performance/behavior/attendance issues using prescribed performance management techniques.
• Daily report to the delivery manager on team performance against KPIs
• Handle escalations, and assist agents by providing support on customer queries
• Time management of staff breaks and schedules to ensure no impact on production
• Communicate all processes; client changes and notifications to agents in a timely manner
• Highlight concerns that impact team performance
• Conduct pre-shift team meetings on a daily basis setting focus and priorities for the day to ensure the productivity of the agents along with their KPIs.

Qualities

• Excellent written and oral communication skills in both English and German, with the confidence to interact at all levels of the organization
• Strong people leadership skills and takes initiative
• Good reporting and presentation skills with a keen eye for detail
• Desire to succeed with the ability to grasp processes and tasks quickly,
• Hold your team (and yourself) accountable
• Effective problem solver and takes ownership
• Self-controlled/master stress management, and thrives under pressure
• Strong organizational skills
• Have the ability to influence and collaborate with a team
• Personal drive with a sense of urgency and an ability to demonstrate a strong commitment to managing initiatives to a successful conclusion

Requirements

• 2+ years of customer service experience
• 1 year of management experience (would be an asset)
• German proficiency level** C1 **and above
• Excellent written and oral communication skills in both English and German
• Attention to detail (i.e. verify all details are submitted, able to identify missing information)
• Good use of Google Suites, Microsoft Excel, Word & PowerPoint Office suite.
• Proven experience using Customer Service tools (Ticketing software, Email platforms, chat & phone software, etc.)
• Strong problem-solving skills
• Prior experience serving clients in a B2B environment

Benefits

• Join a high-growth startup, full of possibilities
• Professional and motivated colleagues from around the globe
• Fair and open culture
• Work-from-home arrangement
• Work with clients in the USA, EU, and elsewhere