Operations Team Leader (German Speaking)

About the role

The Operations Team Leader will manage a group of Customer Service Representatives (CSRs) in a German‑speaking call‑centre environment. You will ensure that each agent meets or exceeds performance targets while fostering professional growth and maintaining high levels of customer satisfaction.

Key responsibilities

• Lead and coach a team of CSRs, monitoring daily, weekly and monthly metrics.
• Conduct performance‑management activities, including regular feedback, planning and assessment meetings.
• Prepare and submit detailed performance reports to the Operations Manager.
• Analyze performance data to identify trends, design incentive programmes and implement improvement actions.
• Maintain transparency on team and individual results and coordinate recurrent training on policy updates.
• Collaborate with fellow Team Leaders and the Operations Manager to resolve operational issues.
• Handle administrative duties such as payroll template preparation.

Required profile

• Proven experience leading a call‑centre or customer‑service team.
• Fluent German communication skills.
• Strong analytical mindset with the ability to translate data into actionable plans.
• Excellent coaching, mentoring and motivational abilities.

Required skills

What we offer

• Opportunity to lead a dynamic, multilingual team.
• Competitive compensation package.
• Professional development and growth pathways.