Customer Service Team Lead – German, Lisbon

Are you a German speaker looking for a new challenge in sunny Lisbon? We are currently recruiting a Customer Service Team Lead for our I-Gaming client for the office in Parque das Nações, Lisbon.Descrição/Funções:Role Purpose: To lead, coach, and performance manage a team of Customer Support Advisors and Senior Customer Support Advisors. To plan and monitor the day-to-day performance of the customer support operation for the Interactive and Retail business including proactive and reactive responses.Key Responsibilities:Overall accountability and responsibility for the team's performance.Responsible for direct leadership, supervision, development, and engagement of 16-22 Advisors and Senior Advisors to deliver excellence in Customer Service.Monitor and deliver individual and team performance and development reviews.Conducts regular one-to-one meetings with team members.Responsibility for achieving and reporting on Operational KPIs: service levels, handle times, and abandonment levels.Work with the Contact Centre Manager to oversee the training and development of all employees.Maintain a team Quality & Assurance score that meets the department KPI for each period outlined in the annual objectives.Requisitos:Fluent in German and English.Previous experience in team leading a team of customer service.Good communication skills.Oferece-se:Direct contract with the client company.Base Salary + Food allowance + Annual bonus.Hybrid working method (2 days at home).#J-18808-Ljbffr