Team Lead with German

What is your mission?

• Responsible for the day‑to‑day management of the contact center to ensure that KPIs are met.
• Develop, review and distribute daily, weekly and monthly performance and service reports and make recommendations to the Project Manager to maintain the agreed service levels to customers.
• Establish work procedures and processes that support the company and departmental standards, procedures and strategic directives.
• Ensure that the feedback provided to the team members on their performance is accurate, complete and timely. Provide coaching and guidance to ensure team members meet their KPIs and adhere to the organization’s guidelines and policies.
• Collaborate with Customer Experience and Training team to identify the issues, drive the metrics and balance and prioritize the above based on seasonality and the needs of customers, team and client.
• Enhance the performance of team members by creating team c...