As a Team Lead, you will manage and motivate a team of German speaking customer advisors, ensuring adherence to company policies and operational plans. You will conduct performance reviews, drive KPIs, and provide support to team members to achieve strategic goals.

Key Responsibilities

• Manage, coach, lead, and motivate a team of customer advisors/agents, ensuring all adhere to company policies and procedures.
• Get trained on team’s scope of work to ensure a very good understanding of the processes.
• Act as an escalation point for client and team members.
• Conduct performance reviews, providing feedback based on quality assessments.
• Oversee real-time activity and agent productivity and assist in the preparation and implementation of operational plans.
• Communicate organizational and departmental strategy requirements in briefings and team meetings.
• Drive performance and work with underperformers to achieve agreed KPIs, identifying and addressing any compliance gaps.
• Run NPS analysis and report KPI gaps to Operations Managers, focusing on individual and team performance.
• Address any people issues and provide support to team members on both people and process related questions.

Skills and Specifications

• Advanced proficiency in German (B2) and medium proficiency in English.
• Ability to present value-added solutions to customers.
• Time management skills to achieve goals while maintaining discipline and strict compliance.
• Experience in a multi-system environment.
• Excellent knowledge of management methods and techniques.
• Working knowledge of customer service software, databases, and CRM tools.
• Strong client-facing and communication skills.
• Customer service-oriented, with the ability to exceed customer expectations.
• Excellent written and verbal communication skills, with the ability to communicate at all levels of management.
• Excellent organizational skills and a detail-oriented approach to problem-solving.
• Passion for ensuring success within the company's culture of excellence and commitment to quality and customer service.

About Accenture

Accenture is a leading global professional services company that helps the world’s leading businesses, governments and other organizations build their digital core, optimize their operations, accelerate revenue growth and enhance citizen services—creating tangible value at speed and scale. We are a talent- and innovation-led company with approximately 791,000 people serving clients in more than 120 countries. Technology is at the core of change today, and we are one of the world’s leaders in helping drive that change, with strong ecosystem relationships. We combine our strength in technology and leadership in cloud, data and AI with unmatched industry experience, functional expertise and global delivery capability. Our broad range of services, solutions and assets across Strategy & Consulting, Technology, Operations, Industry X and Song, together with our culture of shared success and commitment to creating 360° value, enable us to help our clients reinvent and build trusted, lasting relationships. We measure our success by the 360° value we create for our clients, each other, our shareholders, partners and communities.

Visit us at www.accenture.com 

Equal Employment Opportunity Statement

We believe that no one should be discriminated against because of their differences. All employment decisions shall be made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, sexual orientation, gender identity or expression, marital status, citizenship status or any other basis as protected by applicable law. Our rich diversity makes us more innovative, more competitive, and more creative, which helps us better serve our clients and our communities.