Team Leader - German at Surgo HR & Training

Overview:

• The CSR Team Supervisor - German is responsible for leading and managing a team of Customer Service Representatives (CSRs) to ensure the delivery of high-quality customer service. This role involves overseeing daily operations, providing support and guidance to team members, and ensuring that performance standards and targets are met. The Supervisor plays a key role in maintaining a motivated and efficient team, fostering a positive work environment, and ensuring customer satisfaction.

Key Responsibilities:

• Lead and manage a team of German-speaking CSRs, providing support and direction.
• Oversee daily operations to ensure smooth workflow and high service quality.
• Conduct regular performance evaluations and provide feedback to team members.
• Address and resolve escalated customer issues, ensuring timely and effective resolution.
• Collaborate with other departments to streamline processes and improve service delivery.
• Maintain and update performance metrics, ensuring team targets are met or exceeded.

Requirements:

• Fluent in German and English.
• Proven experience in customer service and team management.
• Strong leadership and communication skills.
• Ability to handle escalated issues with professionalism and efficiency.