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BPO Subject Matter Expert (Supervisor) with German – Work From Home

As our new Subject Matter Expert (Supervisor) you will lead a team aiming for top customer service delivery on multiple channels – email, voice. The overall goal is to ensure our team is knowledgeable and delivers top customer service in an accurate, courteous and constant manner. You will be the leader offering support, guidance and day to day management to your team members, as well as being a role model for your crew.

 Job Description

• Team coordination in a contact center focused on delivering high quality support dedicated to leading international airlines, travel and/or tourism players
• Lead a team of up to 15 Contact Center Representatives
• Ensuring that the project assigned to you is functioning as per client specifications and all your team members are performing at set standards
• Coaching a group of agents, leading by example, helping them to perform as a team

• Perform Quality Control for the assigned project team
• Interact with the client,  share feedback on process priorities
• Escalate superior process or client related needs to superior level together with suggested ways forward
• Good performance indicators and reports management abilities

• Independent, problem solver and customer focused

 Qualification & Skills

• Fluent in German (min. C1 level speaking and writing) and solid English knowledge are a must
• Knowledge of booking software such as Galileo, Amadeus is a valuable advantage

• 2 years of experience as a Supervisor or Team Leader across min. two processes
• Airlines, travel or tourism, BPO/SSC prior experience is a valuable advantage

• Availability to work in rotational shifts (including night shifts)

We Offer

• Work From Home
• Competitive salary package
• Career growth opportunities within an international developing team