Description

KEY RESPONSIBILITIES

 

  • To manage the performance of the team, develop and coach team members when they are carrying out their normal duties.
  • To recognize and reward the contribution of team members in a timely manner so they are motivated and encouraged towards continual excellent quality customer experience.
  • To deal with underperformance cases in a professional, consistent, and timely manner, seeking advice as necessary.
  • To conduct regular 1:1 daily checkpoints and weekly PEPs.
  • Facilitate open discussions with all team members, providing them with feedback on their performance, coaching them on how to improve, and agreeing on and monitoring development plans.
  • To manage the workload of the team, motivating them to ensure that all KPIs are met.
  • Communicate effectively with the team ensuring that all messages and information are being communicated consistently.
  • Ensure a high standard of code and leadership by being a role model and setting an example for others to follow.
  • To manage client relationships where applicable.
  • To manage the day-to-day activities in the call center with your peers and the OMD team.
  • To ensure that agreed service levels for the support are consistently delivered across all lines of business.
  • To be flexible, independent, and innovative.
  • Communicate with Remote sites and Clients - on a weekly basis.

     

    ✅ Requirements:

    • Fluency in German is a must.
    • M2M Knowledge is a must
    • Relevant work experience would be a plus 
    • Ability to provide feedback in a positive and supportive manner 
    • Strong verbal and written communication skills 
    • Good organization/time management skills 
    • Absence is ≤ 3% for the last3 months.
    • Zero Unauthorized absences for the last 3 months.
    • Minimum KPIs score of 80% for the last 3 months.
    • No active disciplinary incidents.