Customer Service Team Manager - German Speaking

  • Job Reference: 01112018/SM
  • Date Posted: 1 November 2018
  • Recruiter: Love Success plc
  • Location: City of London, London
  • Salary: £25,000 to £27,500
  • Sector: Call Centre / Customer Service
  • Job Type: Permanent
  • Work Hours: Full Time

Job Description

Customer Service Team Manager

MUST be fluent in German, both verbal and written

Up to £27,500

Shift patterns between 8am and 8pm

Canary Wharf

Fantastic benefits

We are recruiting for an experienced Customer Service Team Manager who has at least 1 -2 years' previous Team Management experience within a call centre environment. You will be working for an incredibly employee-centric, global organisation managing a team of 12 customer service advisors. You must be fluent in German (both written and verbal) and have hands-on experience of managing, coaching, and developing a team.

This particular client is extremely passionate about the customer journey and providing world class, professional, and friendly customer service with a team that always strives to go above and beyond the general expectations. You will have a thorough understanding of the customer journey and how this reflects on a brand.

Responsibilities will include:

  • Responsible for end-to-end performance management of agents.
  • Accountable for the performance, productivity, and quality of the team.
  • Conduct regular remote and side-by-side quality monitoring of agents.
  • Conduct regular coaching and feedback sessions with all agents.
  • Conduct monthly performance reviews.
  • Responsible to motivate and drive their team to maximum efficiency.
  • Be appointed to bring out the best in the individuals within the team and maximize their potential.
  • Ensure the members of the team are fully compliant in carrying out their duties.
  • Will lead by example ensuring good standards of performance, attendance, and conduct within the office are maintained.

Person Specification:

  • A proven track record in performance and achieving targets within a call centre environment.
  • Natural ability to influence behaviors and reach desired outcomes.
  • Professional and emotionally resilient.
  • Good attention to detail.
  • Excellent multi-tasker.
  • Experience in a previous customer service or sales roles is essential.
  • Excellent communication and motivational skills, as the ability to multitask and work independently is essential.
  • Able to work in a fast-paced environment, as maintaining attention to detail and accuracy is essential.