Team Leader at Mango5

Key Responsibilities:

• Team Leadership: Lead and manage a team of German-speaking CSRs, providing direction, guidance, and support.
• Daily Operations: Oversee day-to-day workflows to ensure seamless operations and high-quality service delivery.
• Performance Management: Conduct regular performance evaluations, providing constructive feedback to help team members grow and improve.
• Escalation Resolution: Address and resolve customer escalations promptly, ensuring effective and timely solutions.
• Collaboration: Work closely with other departments to streamline processes, enhance customer service, and ensure smooth workflow across teams.
• Target Monitoring: Track and update performance metrics, ensuring team targets are consistently met or exceeded.

Requirements:

• Language Skills: Fluent in both German and English.
• Experience: Prior experience in a customer service leadership or supervisory role, preferably in a call center environment.

Skills:

• Strong leadership and communication skills.
• Ability to manage escalated customer issues with professionalism and empathy.
• Excellent organizational and problem-solving abilities.
• Strong focus on driving team success and achieving performance metrics.