German Team Leader

• Professional customer service skills: solutions mindset, helping nature, passion for the customer and the customer experience;
• Language skills in German and English;
• Excellent communication skills: verbal, written, active listening;
• Microsoft Office (Excel) knowledge - medium to high level;
• Ability to effectively deliver updated program and process changes.
• Ability to redirect and coach for improvement to diverse agent base.
• Ability to gauge user ability and modify delivery skills accordingly.
• Ability to recognize trends and escalate information as appropriate.
• Analytical problem-solving skills; linear and logical troubleshooting skills.
• Ability to set expectations and deliver information in a positive way;
• Good time management skills and multi-tasking ability.
• Ability to handle difficult or irate customers effectively.
• Polished etiquette and delivery.
• Availability to work full-time is mandatory;
• Availability to work from the office (Bucharest);
• Experience in managing teams.

• Support, motivate, evaluate, develop and coach your Agents to continually meet and exceed their individual / team targets.
• Completes regular monitoring’s of your teams handled contacts and provide appropriate feedback, coaching and education to ensure Agents meet the minimum client requirements.
• Provide “real time” support to Agents experiencing difficulties on calls and handles escalated irate and/or upset customers' inquiries promptly & professionally when necessary.
• Ensure all Teleperformance policies and procedures are adhered to, including but not limited to: Security, HR, Operations, etc. Any known infractions to these corporate policies and procedures are communicated to the Teleperformance Management immediately.
• Proactively maintain and deliver the required service levels whilst maximizing productivity in the team to ensure the desired financial goals.
• Works together with a “Point of Contact” to identify issues and generate action plans for the KPI assigned.
• Professional attitude in interaction with other Departments (WFM, QA, Payroll/HR, etc).
• Follow all steps of TOPS to manage your team and their shift on daily basis.
• Monitoring & coaching your team.

Teleperformance is the global leader in outsourced omnichannel customer experience management, and serves as a strategic partner to the world’s largest companies in a wide variety of industries. Its customer care, technical support, customer acquisition, consulting & analytics, digital integrated business service solutions and other high-value specialized services ensure consistently positive customer interactions that are reliable, flexible, and intelligent.

We have 420,000 interaction experts across nearly 170 countries, speaking 265 languages and dialects to better serve you.

Teleperformance Romania is a subsidiary of Teleperformance Group, the world leader in outsourced omnichannel customer experience management, starting its activity in 2004. We operate now with more than 1,200 employees providing quality services to first-line players both on the local market and on the international market (banks, insurance companies, telecomm operators, gaming, tourism and others).