Team Leader Customer Service (Germany) Tipico Co Ltd.

Brief Job Description

Monitor and improve the performance of your community of front line customer service agents – individually and as a team. Coach and mentor your agents to grow and develop their attitude, behaviours and CS competencies. Ensure that Tipico customers receive best service. Responsible for the overall performance of your team and for delivering the set targets.

Key Responsibilities:

• Assure that agreed SLAs are met and customer requests are handled within the timeframe decided by the company
• Highlight areas of concern to employees and management with regards to daily operations
• Create and send daily, weekly & monthly team reports according with the requirements
• Create and publish reports detailing all aspects of the team performance
• Participate in the recruitment and interviewing process
• Motivate team members with an on-going constructive feedback
• Set yearly performance goals for each assigned agent and follow up on the objectives
• Carry out one to one reviews and appraisals
• Carry out reviews and disciplinary meetings
• Contribute to the team with a positive attitude and a friendly approach
• Together with the Subject Matter Experts, develop and deliver the training for the agents
• Brief and train staff on new promotions, product.

 Required Experience & Skills

• Minimum 2 years experience in a team leading role ideally in the gaming industry or in a professional multicultural environment
• Natural leader with the ability to coach and mentor
• Customer oriented with excellent problem solving skills
• Extensive knowledge in Customer Service via email, phone and live chat
• Passion for sports is a must
• Native German language is a must
• Able to work on a shift basis
• Able to influence and gain commitment from all levels of staff
• Excellent at working under pressure and against tough deadlines
• Able to multitask with good attention to details and accuracy