Team Manager - German

Customer Service, Call Center, Call Center, arvato limited - arvato CRM UK, Romania, Brasov

Your challenge:


  • Disciplinary responsibility of a team of customer service representatives

  • Monitor and enhance the performance of the team in the areas of productivity, process adherence, customer satisfaction, schedule adherence and employee satisfaction/development

  • Enhance the goal of quality support by providing individual coaching feedback sessions and weekly one on ones that focus on improving customer satisfaction, communication skills and technical ability

  • Communicate performance related indicators into the team and back to the Management

  • Responsible for aligned [Quality and operational KPIs] instructions and communications to their team

  • Operational responsibility re/ managing the incoming volume / queue to meet KPIs and taking appropriate actions (e.g. break scheduling, arranging for overtime etc.)

  • Handle client queries (calls, mails and chats)

  • Provide administrative support, driving regular meetings with the team

  • Maintain permanent communication with the client (all clientfacing department/teams

  • Provide regular KPI reports based on the business requirements

  • Ensure compliance with company regulations with regards to Data Security and Protection Standards

Your profile:


  • Minimum 1 year experience in management; previous work experience as Supervisor in Call Center business preferred

  • Excellent knowledge of German language,good knowledge of English language

  • Experience and knowledge of business highly preferred

  • Strong leadership skills

  • Proficient knowledge of business related processes and procedures

  • Good understanding of quality and operational KPIs

  • Ability to transfer quality and ops related KPIs into team/ individual targets and detailed actions

  • Ability to analyze industry metrics; identify drivers and possible impact related to customer and market interactions on individual/team level plans

  • Excellent communication and presentation skills

  • Strong organizational, time management and prioritization skills

  • Good knowledge of Office applications (Excel, Word, PowerPoint, OneNote)
Our Offer:

  • Attractive rewards and additional performance based bonuses;

  • Annual fixed bonuses;

  • Full private medical insurance & discounted prices for the dependents of the employee;

  • Child birth support

  • Online library access for passionate book readers;

  • Health & Nutrition: Health and wellness services @ the office;

  • Various discounts for gym classes & other recreational activities;

  • Free development training, for both personal and professional purpose, via our E-Learning platform;

  • Multicultural and enthusiastic work environment;

  • Access to the company’s cultural events including well-known festivals in Romania.

  • Lunch vouchers

About our company:

Arvato is in Romania since 2010, now having sites in Brasov, Sibiu, Cluj-Napoca and Bucharest with over 1500 employees working in more than 14 languages.

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