Job Details

Job
Location
German speaking Trust & Safety Team Lead - DUBLIN - Ireland
Job ID: 7069
Job Type:
Region:

Dublin

Job description: GERMAN SPEAKING TRUST & SAFETY TEAM LEAD – DUBLIN, IRELAND
 
Our client in Dublin is looking for a German speaking Trust & Safety Team Lead to join their growing Team!
 
Main Responsibilities:
  • You will lead the leaders, responsible for developing teams of assigned Customer Service Representatives (CSR´s) to meet and exceed performance targets and expectations, quality, end-user satisfaction, client satisfaction and any other relevant key operational metrics by providing them guidance, coaching, support, motivation and education on a day-to-day basis.
  • You are responsible for their teams’ success, change behaviors and continuous improvement assuring the accomplishment of the internal objectives.
  • The team you have an assigned team of approximately 15 Customer Service Representatives.
 
Main tasks:
  • Manage the team and their shift on a daily basis to ensure 80% of their shift is spent managing their team;
  • Ensure the fulfilment of all the forms:
    • AOF - Agent Observation Form;
    • WKAP - Weekly KPI Action Plan;
    • KPI performance analysis;
  • Prepare coaching sessions accordingly and revise them periodically to ensure the effectiveness of the interventions;
  • Know and understand at least the three main improvement opportunities of each team member (Customer Service Representative – CSR);
  • Responsible for the development of each individual, to be accountable for the quality, productivity and attendance of the team;
  • Complete regular transaction monitoring’s of the interactions handled by their teams and provide appropriate coaching to ensure that CSR
  • Meets the client requirements. While monitoring CSR’s, Supervisors must ensure full process independence, evaluating each transaction strict to the quality defined objectives, respecting and giving empowerment to a true top-down example of our value’s application: integrity, respect, professionalism, innovation and commitment;
  • Attend to quality calibration sessions;
  • Provide “real time” support to CSR´s on transactions handling - floor walking support;
  • Proactively maintain and deliver the required service levels to maximize the productivity in the team to ensure the desired operational margin;
  • Conducting T4I weekly meetings (Team for Involvement, Improvement, Innovation, Increased KSAT);
  • Promote innovative ideas within the team (CI2 - Continuous Improvement and Innovation);
  • End Customers support through calls (inbound and outbound) and other channels (chat, e-mail, click to call, back office...);
 
Requirements:
  • Previous experience in a similar role, ideally BPO environment
  • Great communications skills both written and verbal in German and English
  • Strong motivation to perform and achieve great results
  • Good analytical and negotiation skills
 
If you would like to send your application, please send your most updated English CV to: joana@spotonconnections.com