German-speaking Team Lead

2 days ago

Athens, Attica, Greece IntouchCX Full time €45,000 - €55,000 per year

About IntouchCX

IntouchCX is a global leader in customer experience management, digital engagement, and AI and automation solutions. We immerse ourselves in your world with curiosity, creativity, and innovation to deliver exceptional results. For over 20 years, we have scaled with soul to become a disruptive industry leader by building trusted long-term relationships with our brand partners and empowering our people to drive positive change.

To learn more about us and our culture, follow the link to Our Story -

About the Job

We're changing the way people think about customer care, and we need your help

We're looking for a German Speaking Team Lead to provide front-line direction to our Customer Service Representatives (CSRs), ensuring quality service is delivered in every customer interaction. This role requires learning and maintaining in-depth knowledge of our partner's brand, philosophy, products, promotions, and processes. It also involves supporting the professional and personal development of your team through performance evaluations, training, and career pathing plans.

As Team Lead, You Will…

  • Manage and supervise a team of German-speaking CSRs
  • Ensure training, development, and employee engagement are maintained to grow and retain talent
  • Monitor and manage performance to meet Key Performance Indicators (KPIs) and Service Level Agreements (SLAs)
  • Analyze reports and statistical data to measure results and identify areas for improvement
  • Use critical thinking to develop solutions that enhance performance and partner satisfaction
  • Motivate your team through relationship building and real-time coaching
  • Create incentive programs to drive performance and achieve desired outcomes
  • Coordinate staffing schedule changes with the Operations Support or Workforce Management teams
  • Collaborate with departments across the organization (HR, IT, etc.) to resolve issues effectively
  • Represent operations in partner meetings with insight and professionalism
  • Gain expert-level knowledge of partner products and promotions
  • Demonstrate a strong work ethic and a commitment to excellence
  • Act as a role model and live by our 10 Things (core cultural values)

As Team Lead, You Have…

  • Fluency in German, both written and spoken, with a professional level of English
  • At least 1 year of experience as a Team Lead in a contact center or customer service environment, ideally within the travel or airline industry
  • Experience handling escalated customer issues
  • Strong knowledge of Google Workspace (Sheets, Slides, Docs, Drive); confidence using spreadsheets for reporting is an asset
  • Excellent time management, organization, and prioritization skills
  • The ability to work independently and collaboratively in a fast-paced environment

Benefits of Working as a Team Leader:

  • Competitive salary
  • Industry-leading benefits:
  • Medical and life insurance
  • In & out of hospital benefits
  • Mental health support line
  • 20-26 paid days off per year
  • On-site occupational physician
  • Monthly meal vouchers
  • Career path planning & E-learning career development platform
  • Weekly coaching sessions
  • Global incentive programs
  • Medical and life insurance
  • Fun, supportive work environment
  • Opportunity to be part of a rapidly expanding global company
  • Amazing career growth opportunities

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