Team Leader Customer Services
3 days ago
Job Description German (Fluent Speaking) – Team Leader
Here at Tech Mahindra, we have a fantastic opportunity for fluent German Speaking – Team Leaders to join our fantastic Customer Service team on a 6-month Fixed Term Contract
You will do this by building an effective capability within the team to ensure you deliver against customer KPIs, whilst continually maintaining all quality and regulatory procedural standards.
Driving a team performance culture that has a customer centric ethos focused on delivering to customer needs.
Respond to performance related queries from the client and work closely with the team to ensure SLAs are met.
Conduct regular 1-2-1 and coaching sessions with individual team members, to ensure they are fully supported to improve and deliver excellent customer experience and support customer needs.
Resolve customer complaints and queries escalated from team members, only further escalating critical problems as and when required.
Develop team knowledge and understanding of business plans, and current performance, to enable them to contribute effectively to delivering to business objectives.
Maintain knowledge of regulatory and legal requirements relevant to the role and team, ensuring that all team members comply.
Conduct a variety of team leader duties such as performance reviews, disciplinary investigations, return to work interviews etc.
You will need to be a fluent German speaker as you will be analysing German speaking customer interactions.
Proven experience as a Team Leader within a contact centre/BPO environment ideally.
You will have great data analytic and problem-solving skills.
Excellent written and verbal communication skills (fluent German ).
Experienced in MS Office – Word, Excel, and PowerPoint.
Mandatory DBS and Credit Check Requirements:
We do require full flexibility to work shift rotations)
Tech Mahindra is a multi-billion £ company who employ over 125,000 professionals across ninety countries, helping over a thousand customers, including fortune five hundred companies achieve excellent customer experience.
By living our culture, both as individuals and as a team, we establish and advance our presence as a brand that is global, innovative, and caring.
We are passionate about finding the right people to join our team and we understand that everyone has specific things they want for their personal and career development, so please do speak to us, and let us know what matters to you
Contact our Talent Acquisition team Tech Mahindra is an equal opportunity employer and is proud to be a Disability Confident employer.
We actively encourage individuals with disabilities to apply for this position and to disclose any specific requirements for the application and interview process.
Our commitment to diversity extends beyond recruitment, as we strive to create a workplace that embraces differences and values the unique contributions of every team member.
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