Team Lead with German

About the role

The Team Lead with German supervises a group of call center associates, coaches their performance, and ensures service meets contractual KPIs and financial expectations. The role also handles escalated customer calls and communicates internal processes, policies, and procedures.

Requirements

• Candidate Profile

• Team Leader experience is mandatory

• Languages: German C1/C2 + English

• Highly motivated individual with skills to develop and coach team members to achieve performance expectations

• Work well under pressure and follow through on items to completion

• Strong communication skills, both written and verbal

• Ability to lead team in multi-tasking, prioritization, and meeting timelines on deliverable

• Ability to mentor, coach and provide direction to a team of employees

• Willingness to work a flexible schedule

Responsibilities

1. 1

   Essential Functions/Core Responsibilities

2. 2

   Responsible for the day-to-day supervision of a group of call center associates including work and attendance monitoring in accordance with organization policy and applicable legal requirements

3. 3

   Effectively coach direct reports on their performance on a regular basis to ensure performance metrics are achieved at a minimum weekly

4. 4

   Identify performance related issues, develop an action plan for improvement, implement corrective action, up to and including termination of employment

5. 5

   Ensure service delivered to our customers meets contractual Key Performance Indicator (‘KPIs’) and financial expectations

6. 6

   Communicate expectations to employees and provide timely updates

7. 7

   Provide subject matter expertise in handling escalated customer calls as needed

8. 8

   Conduct Team Meetings to ensure expedient communication of relevant information and as an open forum for input. Schedule and organize team activities

9. 9

   Stay current on internal work processes, policies and procedures. Attend required manager development training

10. 10

    Promote the Concentrix values through both behavior and attitude, including being an advocate for team members

Benefits & perks

• 🎁 What We Offer
• 🏥 Private healthcare package (Luxmed)
• 🎯 MyBenefit platform and additional employee benefits
• 🛡️ Life insurance coverage
• 📚 Access to e-learning and professional development platforms
• 🧠 Employee Assistance Program (psychological, legal, financial, and managerial support)
• 🌍 Free language courses
• 🎉 Employee events, competitions, engagement initiatives, and much more
• private medical care
• life insurance