Customer Service Team Leader (German Speaker/Deutschsprachig)

Job Description

As a Team Leader, you will ensure service delivered to our customers meets contractual Key Performance Indicator (‘KPIs’) and financial expectations.

Detailed Duties and Responsibilities

• Provide subject matter expertise in handling escalated customer calls as needed.
• Effectively coach direct reports on their performance on a regular basis to ensure performance metrics are achieved at a minimum weekly.
• Stay current on internal work processes, policies and procedures. Attend required manager development training.
• Ensure service delivered to our customers meets contractual Key Performance Indicator (‘KPIs’) and financial expectations.
• Promote the Concentrix values through both behavior and attitude, including being an advocate for team members.
• Responsible for the day-to-day supervision of a group of call center associates including work and attendanc...