German Speaking Team Leader

👥 Do you have experience leading teams in a customer service or contact center environment?

🌍 Are you fluent in both German and English and confident using them in a professional setting?

🚀 Are you ready to take the next step in your career within a fast-paced, international environment?

ManpowerGroup Greece, on behalf of our client, a global customer care and technology company is seeking a German Team Leader.

📌 Location: Syntagma, Attiki

📍 Working Model: On – site

📅 Working Days: Monday – Sunday (5 days per week)

🕒 Working Hours: 8 hours per day (rotating shifts covering a 24/7 operation)

What you will do:

As a Team Lead, you will guide a team of Customer Service Representatives, ensuring high-quality service delivery and operational excellence. You will provide front-line support and direction to ensure a consistent and positive customer experience. You will also maintain in-depth knowledge of the partner’s brand, products, promotions, and processes, while supporting team development through coaching, performance evaluations, training, and career pathing initiatives.

More specifically:

• Manage and supervise Customer Service Representatives (CSRs)
• Ensure effective training, professional development, and employee engagement to prepare, grow, and retain employees
• Manage operational performance to meet Key Performance Indicators (KPIs) and Service Level Agreements (SLAs)
• Analyze reports and statistical data to measure performance levels and identify root causes of underperformance
• Apply critical thinking to develop solutions that improve business performance and partner success
• Motivate teams through relationship building and real-time coaching
• Develop incentive programs to encourage CSRs to achieve desired outcomes
• Coordinate changes in staffing schedules in collaboration with the Operations Support Team and/or Workforce Management Team
• Collaborate with other departments within the organization (HR, IT, etc.) to resolve issues effectively
• Bring in-depth operational knowledge and a well-informed perspective when participating in partner meetings
• Develop expert-level knowledge of all partner products and promotions
• Demonstrate a strong work ethic and commitment to achieving the best possible outcomes
• Act as a role model and exemplify “Our 10 Things” (company cultural values)

What we are looking for:

• University degree in Business or a related field
• 1–2 years of experience in the contact center and/or customer service industry, including at least 1 year in a Team Lead/Supervisory role
• Experience handling escalated issues in a contact center environment
• Fluency in German and English (written and spoken)
• Basic knowledge of Google Suite (Sheets, Slides, Docs, Drive) will be considered an asset
• Ability to type 30 WPM with accuracy
• Strong ability to use spreadsheet applications for operational reporting
• Excellent time management, organizational, and prioritization skills
• Ability to work independently and as part of a team in a fast-paced environment

Compensation package and Benefits:

✔️ Competitive compensation & full benefits package

📖 Continuous training on innovative products and solutions

👥 Recruitment Process:

If you’re interested in this role, feel free to apply directly. Our consultants will contact the candidates who meet the profile’s requirements to arrange an interview.