Qualifications

• Associates degree and 6+ months experience in a similar role.
• Proficient in German (C1) and English (B2).
• Must work from our Katowice office, following the German calendar.
• Strong motivation and skills to coach and develop team members.
• Excellent under pressure with strong follow-through skills.
• Strong written and verbal communication abilities.
• Leadership skills to mentor and guide a team.
• Technical knowledge is advantageous.

Responsibilities

• Supervise and monitor a call center German speaking team, ensuring adherence to attendance and work policies.
• Regularly coach team members to meet weekly performance goals.
• Address performance issues, create improvement plans, and implement corrective actions as necessary.
• Ensure customer service meets contract KPIs and financial targets.
• Communicate expectations and updates clearly to the team.
• Handle escalated customer calls and provide expertise as needed.
• Conduct team meetings for effective communication and feedback.
• Stay updated with company procedures and attend manager training sessions.