Job Title:

Senior Team leader (BPO - Call Center) - Retail experience is a must (Bilingual German/English Speakers)

Job Description

The Sr Team Leader is responsible for the day-to-day supervision of a group of call center associates and serves as a mentor and coach to a group of Team Leaders. This position ensures performance metrics are achieved by providing adequate coaching, motivation and accountability of both associates and team leaders. Essential Functions/Core Responsibilities

Lead Team Members, foster their professional development and growth via effective coaching and communication and promote teamwork and cooperation

Coach direct reports on their performance on a regular basis to ensure performance metrics are achieved

Identify performance related issues, develop an action plan for improvement, implement corrective action, up to and including termination of employment

Ensure service delivered to our customers meets contractual Key Performance Indicator ( KPIs ) and financial expectations

Communicate expectations to employees and provide timely updates and changes

Provide subject matter expertise in handling escalated customer calls as needed

Manage team metrics and retention goals. Participate in discussions about reasons for attrition and root cause. Team with Site Leadership to develop actions to reduce attrition where possible. Provide feedback to team members on both call coaching and other daily performance and behavioral activities

Stay current on internal work processes, policies and procedures. Attend required manager development training

Supervision of a group of call center associates including work and attendance monitoring in accordance with organization policy and applicable legal requirements

Complete shift-wide projects that aim to increase productivity, quality or other KPI

Promote the Company's values through both behavior and attitude, including being an advocate for your team members

Candidate Profile

Four to six years of experience (with at least one year of Progressive Management Experience) preferred

Strong communication skills, both written and verbal (German/English)

Demonstrated ability to lead team in multi-tasking, prioritization, and meeting timelines on deliverables

Demonstrated ability to mentor, coach and provide direction to a team of employees

Work well under pressure and follow through on items to completion

Willingness to work a flexible schedule