Senior Team Leader - German

Summary:

• Responsible for the daily one-on-one supervision and management of all agents on assigned team, typically a minimum of 30 direct reports. Ensures service delivered to our customers meets needs and contractual obligations of our clients through the management of operational activity of the team.
• Under the direction of the Service Delivery Manager, the Senior Team Supervisor implements systems and processes to achieve client-specified metrics while providing development opportunities to our agents.

Responsibilities:

• Lead team members, foster their professional development and growth, and promote teamwork and cooperation.
• Provide day-to-day supervision and management of directly assigned team of Agents. Ensure that Agents have a clear understanding of performance expectations, that they are properly trained and that they have the tools they need to perform at high levels of productivity.
• Conduct call-coaching training sessions each week as well as direct Sr. SP’s in the performance of call coaching sessions. Provide feedback to Agents on other daily performance and behavioral activities in a timely manner. Communicate expectations to new employees and provide timely business updates and changes.
• Under the direction of the Service Delivery Manager, manage team metrics and retention goals. Participate in discussions about reasons for attrition and root cause. Team with Site Leadership to develop actions to reduce attrition where possible. Provide feedback to team members on both call coaching and other daily performance and behavioral activities.
• Work with Service Delivery Manager to resolve personnel issues in a professional and timely manner. Implement all disciplinary actions, up to and including termination, in accordance with company policy and ensure consistency. Document issues, actions taken and plan for follow-up for agent’s HR file.
• Administer payroll in accordance with company policy and procedures.
• Proactively manage Attendance Standards compliance and Leaves of Absence in accordance with company policy and practice. Evaluate the need for advanced actions based on attendance data and act accordingly.
• Provide technical escalation support to agents by providing guidance in problem solving customer issues. Use all available resources to resolve these issues as efficiently as possible.
• Conduct Team Meetings with direct reports to ensure expedient communication of relevant information and as an open forum for input from agents.
• Schedule and coordinate team activities.
• Coach and mentor agents to ensure goals are developed for their personal and professional growth and development. Identify performance related issues and develop an action plan for improvement. Be prepared to take more formal action when goals not achieved.
• Prepare, process and conduct annual performance appraisals for assigned agents on time.
• Manage the appraisal process within the team by conducting a three month job discussion with new employees and an annual review.
• Maintain open communication with all team members. Act as a resource for answering questions, resolving product and policy questions.