German Team Manager

4 weeks ago


مصر, Egypt Foundever Full time

**Required Language**
German, English

**Employment Type**
Full time

**Contract Type**
Permanent

**Description**

**Account Team Manager**

**PURPOSE OF THE JOB**

Responsible for supervising team's performance, ensuring that client's metrics are met, and the morale of the team is charged to drive the team towards success.

**KEY RESPONSIBILITIES**
- To manage the performance of the team, develop and coach team members when they are carrying out their normal duties.
- To recognize and reward the contribution of team members in a timely manner so they are motivated and encouraged towards continual excellent quality customer experience.
- To deal with underperformance cases in a professional, consistent, and timely manner, seeking advice as necessary.
- To conduct regular 1:1 daily checkpoints and weekly PEPs.
- Facilitate open discussions with all team members, providing them with feedback on their performance, coaching them on how to improve, and agreeing on and monitoring development plans.
- To manage the workloads of the team, motivating them to ensure that all KPIs are met.
- Communicate effectively with the team ensuring that all messages and information are being communicated consistently.
- Ensure a high standard of code and leadership by being a role model and setting an example for others to follow.
- To manage client relationships where applicable.
- To manage the day-to-day activities in the call center with your peers and the OMD team.
- To ensure that agreed service levels for the support are consistently delivered across all lines of business.
- To be flexible, independent, and innovative.
- Communicate with Remote sites and Clients - on a weekly basis.

**Quality**
- To provide individual coaching & training to team members where appropriate.
- Reach targets in respect of quality.
- Foster a culture of continuous improvement in the account and overall operation.

**Requirements**:
**EXPERIENCE, KNOWLEDGE, AND SKILLS REQUIRED**
- Fluency in the German language C1
- Basic English level is a must (B1 to B2)
- Previous Call Centre management experience is a must
- Knowledge in Microsoft Office - Word/PowerPoint/Excel.
- Excellent communication skills.
- Ability to work on one's own initiative and under pressure to achieve results and targets.
- Demonstrate organizational and time management ability.
- Professionalism to deal with people management issues as they arise.
- Good attention to detail is a requirement.

**JOB COMPETENCIES**

Execution

Communication

Result Orientation

Leadership

Customer Focus

**SECURITY COMPLIANCE**

Employees must maintain compliance with Foundever's safety, security, and privacy programs. Responsible for being an active participant in the Foundever safety, security, and privacy programs to protect Foundever's business operations, facilities, and physical and intellectual property and to ensure a safe and secure working environment for all Foundever's employees.

**ETHICS COMPLIANCE**

Foundever is firmly committed to conducting business in compliance with the letter and spirit of the law and other accepted standards of business conduct as reflected in the company's policies. Employees are encouraged to observe the highest standards of professionalism at all times and are expected to adhere to Foundever's policies on ethics and integrity.


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