Team Lead – German & English

Our client is a global organisation providing professional services with expertise in digital, cloud, and security solutions. Drawing upon extensive experience and specialised skills spanning over 40 sectors, the company provides Strategy and Consulting, Technology, and Operations services, supported by the world’s largest network of Advanced Technology and Intelligent Operations centres.

Currently, they are looking for a Team Lead to join their team in Sofia or Plovdiv. In the role, you will manage and motivate a team of German-speaking customer advisors, ensuring adherence to company policies and operational plans. You will conduct performance reviews, drive KPIs, and provide support to team members to achieve strategic goals.

Job Profile for Team Lead

Responsibilities will include but not be limited to:

• Manage, coach, lead, and motivate a team of customer advisors/agents, ensuring all adhere to company policies and procedures
• Ensure a very good understanding of the scope of work and processes
• Act as an escalation point for clients and team members
• Conduct performance reviews, providing feedback based on quality assessments
• Oversee real-time activity and agent productivity and assist in the preparation and implementation of operational plans
• Communicate organisational and departmental strategy requirements in briefings and team meetings
• Drive performance and work with underperformers to achieve agreed KPIs, identifying and addressing any compliance gaps
• Run NPS analysis and report KPI gaps to Operations Managers, focusing on individual and team performance
• Address any people issues and provide support to team members on both people and process-related questions

Candidate Profile for Team Lead

• Must be fluent in German and English, both written and spoken
• 4+ years of experience as a Customer Service Team Lead or similar role in complex business contexts
• Experience in the Telco industry would be an advantage
• Working knowledge of customer service software, databases, and CRM tools
• Experience in a multi-system environment
• Time management skills to achieve goals while maintaining discipline and strict compliance
• Strong client-facing skills and customer service-oriented approach, with the ability to exceed customer expectations
• Excellent knowledge of management methods and techniques
• Excellent written and verbal communication skills
• Excellent organisational skills and a detail-oriented approach to problem-solving
• Passion for ensuring success within the company’s culture of excellence and commitment to quality and customer service
• Ability to present value-added solutions to customers

What Our Client Offers

• Career Counselling
• Additional paid time off
• Flexible benefits
• Luxury health and dental insurance
• Life insurance
• Food vouchers
• Fuel card/Public transport card
• Multisport cards
• Employee Assistance Program
• Bonuses for special occasions

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