Target Group are a leading business services provider in lending, investments and insurance, creating value for our clients through digital customer journey, outsourcing and operational transformation.

We are currently working with a well known global company supporting on a project based in Cardiff.

We are looking for German Speaking Team Leaders to support with the following tasks:

• To motivate, develop and mentor team members in a dynamically changing environment
• Drive process performance to achieve and exceed SLA deliverables according to associates balanced scorecards
• Take accountability for dips in performance with adequate reinforcement plans proactively
• Effective and consistent communication with internal and external contacts
• Manage & delegate daily volumes within the team and coordinate activities to ensure daily BAU delivery is in line with customer KPI's
• Create a mode of operations to be adhered to by team members in order to maintain good routine and orderliness
• Conduct Team Huddles to discuss process updates, feedbacks, and key focus points for the day
• Answer and manage client queries/complaints, rectify issues and liaise with appropriate departments to handle complex issues in a bid to provide more effective solutions
• Able to mentor team in process & quality parameters, conduct live / remote audits of client interactions
• Perform Root Cause Analysis to identify key defects and create action plans/goals to improve
• Provide Direct Customer Support, calls, answer live chats or/and social media from customers to provide quick resolution of issues and questions, or may provide assistance to a team member.
• Create, Publish and Maintain operations related reports in a timely manner
• Discover training needs and support in training to provide the necessary coaching on ground
• Collaborate with the different support groups – Recruitment, Training, Quality, HR, Workforce – to improve agent profiling and performance
• Any additional ad hoc tasks that may contribute to operational needs, better service to the client or improvement to the KPI

Requirements

Ideally applicants will have the following:

• Ability to speak fluent German
• Excellent people management skills gained in previous roles
• Computer Literate - Good experience in MS Office – Word, Excel, and PowerPoint
• Excellent communication and customer service skills
• Excellent analytical and problem-solving capabilities
• Ability to drive initiatives in the team with creativity and a long-term vision
• Experience in initiating and implementing process improvements
• Hands-on experience in back-office activities – Live Chat and Social Media

If successful, this role will be subject to a credit check and DBS check.

Benefits

• Competitive salary of £36,000 per annum
• Immediate start dates available
• The opportunity to work for a global organisation
• Monday - Friday, Day Shifts

We’re committed to creating a Diverse & Inclusive culture through the execution of our D&I strategy, community relationships, our people & leaders.

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