Team Leader in Berlin, Deutschland

Majorel Ireland

Team Leader (m/f/d)
Location: Berlin, BE, DE, 13629
Company: Arvato Direct Services Potsdam GmbH


This position offers you the opportunity to work alongside one of our high profile clients who specialise in internet based searching and video sharing platforms. As a Team Leader you will be responsible for managing a team of agents to support our client. You will responsible for running the day to business including business continuity planning, client relationship management, performance management, leadership and coaching.


Duties and Responsibilities
• Manage the daily performance of employees, ensuring adherence to SLA expectations (e.g. productivity & quality)
• Manage effective client communication and interaction
• Cooperation with cross location support with other support providers globally
• Ensure efficient resource & capacity planning
• Ensure team are productive - effective and efficient
• Define and review performance objectives
• Implementation and management of any new initiatives
• Continuously motivate the team to drive for success in customer satisfaction
• Monitoring and regular reporting of activities within the team
• Be the first point of contact for customer escalations - resolving issues, complaints and disputes effectively and efficiently

Required Qualifications & Experience
• Leadership skills, creativity, confidence and motivation
• Demonstrated strong interpersonal and team building abilities, coaching skills, and people management experience
• Fluent written and spoken English
• Strong presentation/relationship building capabilities and experience
• Good overall business knowledge, appreciation & understanding of contact centre business processes
• Flexible, Can-Do Attitude and excellent communication skills
• Organizational skills
• Reporting abilities in a number of formats i.e. Excel and PowerPoint
What we offer
• Vibrant, multi-cultural environment
• Quarterly performance bonus
• Comprehensive benefits package
• E learning access
• Career development and progression opportunities
• 26 days paid annual leave
• Discounted public transportation ticket

About Arvato
We are Arvato! We design, deliver and differentiate customer service on behalf of some of the world’s most respected brands. Drawing on profound experience and know-how we deliver numerous services that you use every day: for example, every time customers book a flight, extend a phone contract, or ask a question about a purchase in an online shop, there is a good chance that we provide this service behind the scenes.
On the phone, by e-mail, live chat or via social media, we make sure that consumers and business clients are satisfied on five continents in more than 35 languages.
But most important for our success are our 45,000 employees at more than 100 locations, who add value for us and our clients as creative problem solvers. As part of the international Bertelsmann media group, we always pursue a long-term perspective.
Arvato Direct Services Potsdam GmbH Betriebsstätte Berlin | Wohlrabedamm 32 | 13629 Berlin
Responsible for data protection in your application is the die Arvato Direct Services Potsdam GmbH, Behlertstraße 3a, 14467 Potsdam. Arvato Direct Services Potsdam GmbH processes your data in order to establish an employment relationship on the basis of Art. 6 sec. 1 (b) GDPR / § 26 (1) 1 BDSG. The storage duration for this process is 6 months long and starts with the completion of the application. You can contact the company privacy officer at the above postal address or via the following e-mail address <email address removed>. Further information on data protection can be found at <web address removed>/Privacy-Policy/?locale=en_US.

Please note that we offer you a safe way to submit your application documents via our portal. If you still want to send us your application via e-mail and want to be sure that your e-mail remains unread on its way to us, please encrypt your message. Free programs for encryption can be found, for example, at https://gnupg.org/<web address removed>.

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