International Account Sr Lead - German Speaker

To be accountable for Managing, coaching, leading and motivating a team up to 15 advisors/agents, coordinating activities in line with department targets and performance levels, Communicates company goals, safety practices. Provides help to management, including hiring and training, and keeps management updated on team performance. whilst continually looking at potential improvements to departmental processes.

• Accountable for coaching, leading performance and motivating team and recognition, also ensuring all team adhere to VOIS policies and procedures
• Facilitate performance reviews using the “Performance Dialogue” Framework for team members by conducting 1 to 1s to conduct feedback based on quality feedback.
• Be responsible for the real time activity and agent productivity within the Contact Center and be part of preparation and implementation of operational plans
• Understand and interpret organizational and departmental strategy requirements in briefings and team meetings for any updates when it comes to processes and knowledge 
• Driving performance and working with poor performers to achieve agreed KPIs, monitoring and flagging any compliance gaps and violations, UPL, Adherence.
• Run NPS analysis and KPIs gaps to Operations managers on individual and team performance against KPIs
• Train agents to identify the upsell and cross sell opportunities 
• Identifying and addressing any people issues and being a pillar of support for the team members

• Ability to present value added solutions to Customers 
• High emotional intelligence and soft skills with the ability to manage employees
• Achieves goals in a timely manner while discipline & strict compliance with policies & procedures.
• Ability to learn, seek knowledge and self-development.
• Experience in a multi-system environment.
   

• German Level – C2 Speaking Proficiency
• Must have experience of 1- 2 years within a customer Care environment 
• Strong verbal communication skills.
• High problem solving skills.
• Proficiency in using MS Office applications is a plus.
• Strong reporting and analysis skills.
• Strong Sales Skills
• Demonstrates a positive, enthusiastic, friendly attitude.
   

Band G2