Operation Team Lead "German Speaker"

Your tasks

Team Leadership & Employee Management

• Lead and support a Customer Service team of approximately 30 employees.
• Organize and coordinate the team’s daily operations.
• Monitor team performance, service quality, productivity, KPIs, and quality indicators.
• Provide regular feedback, coaching, and support to team members.
• Support the onboarding and training of new employees.
• Conduct team meetings and communicate relevant information and updates.
• Identify performance issues and implement appropriate corrective measures.
• Ensure compliance with internal processes, work instructions, and quality standards.
• Motivate employees and contribute to a positive and professional team environment.

Operational Customer Service & Back-Office Operations

• Actively participate in daily operations and back-office activities.
• Handle customer inquiries related to electricity and gas contracts.
• Provide customer support via telephone, initially focusing on outbound calls and later handling inbound calls.
• Process customer inquiries via email.
• Handle and review contract, billing, and payment-related requests.
• Review and maintain customer and contract data.
• Process and document customer cases and business transactions.
• Clarify complex cases in cooperation with relevant specialist departments.
• Support team members with technical questions and challenging customer cases.
• Ensure accurate, professional, and customer-oriented case handling.
• Document all customer contacts and processing steps accurately in the relevant systems.

Coordination & Process Improvement

• Work closely with Site Management and relevant contacts in Germany.
• Support the optimization of workflows and internal processes.
• Identify opportunities for improvement based on daily operations.
• Ensure new processes, instructions, and requirements are implemented within the team.
• Use internal customer service and communication systems effectively.

Requirements

• German language proficiency at least at B2 level, both written and spoken.
• Professional experience in customer service, call center, BPO, or back-office operations.