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Team Leader (German Speaking, CEC)

Posted 1 day 20 hours ago by Deepstreamtech

Permanent

Full Time

Multilingual Jobs

Yorkshire, Leeds, United Kingdom, LS1 8

Job Description

Requirements

Fluency in German (written and spoken)
Minimum 1 year of leadership experience in a customer-facing or support environment
Strong customer service focus and ability to manage escalated complaints
Proven ability to coach, mentor, and develop diverse teams
Knowledge of HR policies and procedures
Data-driven, with excellent attention to detail
Resilient, adaptable, and positive attitude
Strong technology and system skills
Ability to consistently meet KPIs, objectives, and SLAs
Experience in sales-driven support teams with high-value targets
(Desirable) Familiarity with CRM systems
(Desirable) Experience managing inbound and outbound operations

What the job involves

As a Team Leader - German Speaking, you will lead and develop a team of support agents, ensuring excellent customer experiences across multiple channels including phone, email, WhatsApp, webchat, and social media
You will manage team performance, coach colleagues, resolve escalated queries, monitor KPIs, and drive continuous improvement while fostering a high-performing and positive team environment
Learn our tone of voice, systems, and customer service processes
Shadow experienced colleagues to understand customer journeys, workflows, and best practices
Gain confidence leading a team and handling escalated customer interactions
Independently manage team performance and operational workflows with professionalism and accuracy
Resolve escalated queries fairly and efficiently, setting a high standard for your team
Coach and mentor team members to achieve high-quality service and KPIs
Build trust with colleagues and customers through clear, timely, and accurate communication
Take ownership of team performance, KPIs, and service outcomes
Continuously identify and implement improvements in workflows, training, and customer service processes
Foster a high-performing, engaged, and motivated team culture
Lead a German-speaking team to deliver exceptional customer service across all channels
Resolve escalated complaints and complex queries effectively and empathetically
Ensure team meets and exceeds KPIs for quality, efficiency, and customer satisfaction
Collaborate with internal stakeholders to achieve business objectives and ensure a seamless customer journey
Develop, coach, and support team members to reach their full potential
Lead, motivate, and coach a team of German-speaking support agents
Manage team performance, SLAs, KPIs, and adherence to policies
Oversee scheduling, workloads, and team workstreams
Handle complex or escalated customer interactions efficiently
Support recruitment, onboarding, and development of new team members
Collaborate with internal teams to ensure smooth handovers and aligned customer support
Promote team engagement, wellbeing, and continuous improvement initiatives