Team Leader, German Speaker

Salary

Core Qualifications

Key Responsibilities

• •Create an environment focused on trust, open communication, creative thinking, team cohesion and healthy team dynamics
• •Lead, manage, motivate and evaluate Ambassador performance on all KPIs including performance reviews, appraisals and disciplinary actions
• •Responsible for planning and scheduling
• •Allocate workload to Ambassadors
• •Set Ambassador objectives
• •Work closely with Quality Specialists to monitor interaction quality across calls, emails, Facebook and live chat
• •Track KPIs, produce daily and monthly reports, analyze results and set up action plans for improvement
• •Support team performance improvement in collaboration with L&D team
• •Follow up on team members' development including career aspirations, skills and training needs
• •Deal with escalated cases when needed
• •Recognize and celebrate team and individual achievements
• •Organize team meetings and share cross-functional information
• •Liaise between Ambassadors and HR, IT, Finance and other departments
• •Ensure Senior Ambassadors have necessary training and information
• •Answer calls, emails, social media and live chat when needed and back up Ambassadors in emergencies
• •Participate in recruitment of new Ambassadors and Senior Ambassadors
• •Participate in transversal and other projects