Job description
Osiris Trading is looking for a German Language Team Leader for our Call Centre.
ONLY NATIVE GERMAN SPEAKERS WILL BE CONSIDERED FOR THIS ROLE.KEY RESPONSIBILITIES:
Takes responsibility for the quality of outputs for the German Team, using stats analysis and monitoring tools.
Provides status reports, including daily and weekly reports, on team activities, quality levels and specific issues pertaining to the German market.
Serves as the focal point to communicate and resolve interface and integration issues with other teams.
Allocates specific Outbound Tasks to the German Team and follows up to ensure that the task has been completed within the required time.
Distributes follow-up queries from Departments to the German Team and ensures that tasks have been completed accordingly.
Assists with translations of training material and tests where required.
Assists with the training of German agents where required.
Assesses German agents as per the relevant assessment cycle from TQM. This includes assessments, coaching, random contacts and feedback sessions.
Represents the German Team at Regional Team meetings.
Ensures that all new developments and promotions are effectively communicated to the German Team and that knowledge levels are monitored.
Assists with bonus requests and bonus allocations received from Support Agents.
Provides special attention to Non-Hosted VIP players and converts them to Hosted VIP players where possible.
Reports disciplinary issues to the Floor Manager timeously.
Assists the Floor Managers with Agent replacements in cases of scheduled leave and sick leave.
Assists German speaking (VIP and Non-VIP) customers with all queries via incoming calls, chats and e-mails.
Renders a co-operative working environment in which the concept of team work and learning/improvement is vital.
ADDITIONAL REQUIREMENTS:
Must be able to work shifts as the Call Centre is 24 hour operation with agents working on a rotational shift basis.
Must have own reliable transport.
Company Description
Osiris Trading is an ecommerce company that specialises in online gambling.Requirements
MANDATORY:Must be fluent in German, both written and spoken, preferably as a first language.
Must be fluent in English, both written and spoken.
Minimum three years call centre or customer care experience preferably from a banking or large volume call centre environment.
A clear voice and excellent telephonic and written communication skills.
Advanced computer literacy in MS Office and internet applications.
Advanced typing skill and accuracy with an average of 35 - 40 WPM with 90% accuracy.
Must be completely au fait with all our products, processes and service offering.
Advantageous
Outbounding or sales experience.
A helpful attitude towards colleagues.
Previous leadership experience
Personal Skills/Attributes
A strong work ethic and sense of responsibility.
Strong problem solving skills.
The ability to multi-task.
Must work well under pressure and be able to work additional hours when needed.
Strong attention to detail and the distinct ability to identify and solve problems.
Must have good interpersonal skills, high service-orientation, strong attention to detail and organisation abilities.
The ability to swiftly adapt to changes in workplace and industry.
Contact details
Julie Arnold
Osiris Trading
Julie-AnnA@osiristrading.com
