We are looking for a Motivated and Experienced Team Leader to oversee our German / Austrian Collections Team of 30+ Agents. You will be responsible for Driving Team Performance, Supporting Day-to-Day Operations, and ensuring exceptional Customer Service Standards. This Role demands Strong Leadership Skills, Hands-On involvement in Coaching, and a deep understanding of Customer Support and Financial Services Environments.
Responsibilities:
Team Leadership & Performance Management
- Lead, motivate, and develop a collections team of 30+ agents to meet and exceed performance targets.
- Manage day-to-day team operations, including scheduling, workload management, and performance tracking.
- Conduct regular coaching, feedback sessions, and performance reviews to drive continuous improvement.
Customer Support & Collections Oversight
- Ensure high-quality customer interactions aligned with company policies and regulatory requirements.
- Handle escalations professionally and effectively, maintaining strong customer relationships.
- Collaborate with internal departments to resolve complex customer issues and improve overall service delivery.
Operational Excellence & Reporting
- Monitor key metrics and KPIs to track team performance and collection results.
- Prepare and present regular performance reports and insights to senior management.
- Identify trends and recommend process improvements to enhance productivity and customer satisfaction.
Cross-Functional Collaboration
- Work closely with other team leaders, departments, and external partners to align strategies and share best practices.
- Promote a positive team culture focused on accountability, engagement, and continuous learning.
Skils & Experience:
- Proven Experience Leading Teams of 20+ Employees, ideally within Collections, Customer Support, or Call Centre Environments.
- Strong Background in Financial Services or Related Industries.
- Excellent Communication Skills in both German and English.
- Solid understanding of Collections Processes and Customer Service Excellence.
- Ability to Motivate and Develop Teams through Coaching and Performance Management.
- Proficiency in MS Office and Experience Working with CRM or Collections Software.
Interested - Then Apply Today