Team Leader

14 hours ago

Gurugram, India IGT Solutions Full time

Job Title: Team Leader/ Assistant Manager- International Process (German Language Support)
Location: (Gurgaon)
Work Mode: Work From Office (WFO)
Working Days: 5 Days a Week
Shift: Flexible for 24x7 Environment

Job Summary:

We are seeking an experienced and dynamic Team Leader/ Assistant Manager with proficiency in German language and a strong background in managing international customer support operations. The ideal candidate will lead a team of 1520 members, driving performance and productivity while maintaining high standards of customer satisfaction.

Key Responsibilities:

  • Lead and manage a team of 1520 team members in an international voice or non-voice process.
  • Drive performance metrics including productivity, quality, shrinkage, attrition, and AHT targets based on tenure buckets.
  • Handle escalations and provide strong floor support during operations.
  • Conduct weekly monitoring, feedback, and coaching sessions to enhance team performance.
  • Guide and mentor new team members through coaching and on-the-job training.
  • Review current processes, identify areas of improvement, and implement recommendations to boost overall performance and CSAT (Customer Satisfaction).
  • Perform TNI (Training Needs Identification) and bridge process gaps effectively.
  • Ensure that IC (Individual Contributor) targets are met by the team.
  • Utilize MS Excel and other basic computer tools to generate and track reports.

Required Skills & Qualifications:

  • Proficiency in German language (spoken and written) mandatory.
  • Prior experience in international process handling required.
  • Proven experience in team handling, including the ability to manage and develop team members and subordinates.
  • Strong supervisory skills with the ability to inspire and drive performance.
  • Excellent written and verbal communication skills in English.
  • Well-organized, methodical, and detail-oriented.
  • Proficient with basic computer operations and MS Excel.

Additional Requirements:

  • Flexible to work in a 24x7 shift environment.
  • Willingness to work from office (WFO).

Preferred Experience:

  • 2–5+ years of experience in team leading roles within an international BPO/KPO environment.
  • Background in German customer support or German-speaking client management is highly advantageous.

Ready to take the lead? Join our team and drive international customer service excellence with your leadership and language skills

Contact Person:

Nidhi Rastogi

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