Team Leader

2 weeks ago

Jaipur, Rajasthan, India Akshya Patra Services Full time ₹ 4,00,000 - ₹ 6,00,000 per year
Overview The Team Leader (German) position in Jaipur is pivotal to cultivating a high-performing team that effectively addresses customer needs and enhances their experience. This role is integral to the organization as it not only involves guiding and mentoring team members but also ensuring a seamless delivery of services in the German language. The successful candidate will leverage their leadership skills, language proficiency, and industry knowledge to drive team performance, establish clear communication channels, and maintain high operational standards. The Team Leader will be responsible for implementing strategic initiatives, optimizing workflow, and fostering an engaging team culture. This position serves as a bridge between management and the team, enabling effective feedback mechanisms and continuous improvement strategies. In a competitive landscape, having a dedicated Team Leader who can speak German is vital for reaching and retaining a diverse customer base, thereby enhancing the company's international presence and reputation. Key Responsibilities
  • Lead and manage a team of customer service agents to achieve performance targets.
  • Facilitate regular training sessions to enhance team skills and knowledge in German.
  • Monitor team performance metrics to ensure quality standards are met.
  • Provide timely and actionable feedback to team members to foster growth.
  • Address and resolve escalated customer issues, ensuring satisfaction.
  • Coordinate with other departments to promote a collaborative work environment.
  • Develop and implement strategies to boost team morale and productivity.
  • Conduct regular team meetings to keep everyone informed of company updates.
  • Analyze service metrics to identify trends and areas for improvement.
  • Ensure compliance with company policies and procedures by all team members.
  • Assist in the recruitment and onboarding process for new team members.
  • Prepare reports detailing team performance for management review.
  • Encourage an inclusive atmosphere where all team members feel valued.
  • Stay updated with industry trends to enhance service delivery.
  • Promote a customer-first culture within the team.
  • Drive initiatives to enhance operational efficiency and reduce turnaround time.
Required Qualifications
  • Bachelor's degree in Business Administration, Management, or related field.
  • Fluency in German (spoken and written) is mandatory.
  • Proven experience in a leadership role, preferably in customer service.
  • Strong understanding of customer service principles and practices.
  • Excellent verbal and written communication skills in both German and English.
  • Ability to motivate and inspire team members to achieve goals.
  • Proficient in using customer service software and tools.
  • Demonstrated analytical and problem-solving capabilities.
  • Familiarity with performance metrics and KPIs related to customer service.
  • Experience in conducting training and coaching sessions.
  • Strong organizational skills with a focus on time management.
  • Ability to remain calm under pressure and handle difficult situations effectively.
  • Track record of successfully implementing process improvements.
  • Willingness to work flexible hours as needed.
  • Experience in multi-cultural teams is a plus.

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