Team Leader Contact Center with German & English- home based

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Employer: QLT
  • Customer Support - Client Service
  • Management - Consulting
  • Sales
  • Job type: full-time
    Job level: peste 5 years of experience
  • Updated at: 08.06.2021
    Short company description

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    "Pesimistul vede dificultăți în orice oportunitate. Optimistul găsește oportunități în orice dificultate.” (Winston Churchill)"


    Team Leader Contact Center with German & English- home based

    The Romanian hub will offer contact centre support for one particular airline, core in Europe, but worldwide coverage.

    As their new Supervisor / Team Lead you will lead a team aiming for top customer service delivery on multiple channels email, voice. The overall goal is to ensure our team is knowledgeable and delivers top customer service in an accurate, courteous and constant manner. You will be the leader offering support, guidance and day to day management to your team members, as well as being a role model for your crew.

    Your Profile:
    · Fluent in German (min. C1 level speaking and writing) and solid English knowledge are a must;
    · Min. 2 years of experience as a Supervisor or Team Leader across min. two processes;
    · Airlines, travel or tourism, BPO/SSC prior experience is a valuable advantage;
    · Strong people and team management skills proven in similar roles or environments;
    · Knowledge of booking software such as Galileo, Amadeus is a valuable advantage;
    · Availability to work in rotational shifts (including night shifts).


    Main responsibilities:
    · Team coordination in a contact center focused on delivering high quality support dedicated to leading international airlines, travel and/or tourism players;
    · Lead a team of up to 15 Contact Center Representatives;
    · Ensuring that the project assigned to you is functioning as per client specifications and all your team members are performing at set standards;
    · Coaching a group of agents, leading by example, helping them to perform as a team;
    · Perform Quality Control for the assigned project team;
    · Interact with the client, share feedback on process priorities;
    · Escalate superior process or client related needs to superior level together with suggested ways forward.

    Other info

    · Work From Home;
    · Competitive salary package;
    · Career growth opportunities within an international developing team.