German Speaking Support Team Leader

Our client is currently looking for an experienced Team Leader to lead their German and Austrian Team, managing a team of over 50 skilled agents.

This is an excellent opportunity for a hands-on leader with strong people management skills and experience in Customer Support or Call Centre environments within Finance, iGaming, or Payments.

You will play a key role in driving team performance, supporting daily operations, and ensuring an exceptional standard of customer experience across all touchpoint

Responsibilities

• Lead, inspire, and develop a team of 50+ agents to consistently achieve performance and quality targets.
• Oversee day-to-day operations, including resource planning, scheduling, and workload management.
• Provide ongoing coaching, feedback, and one-to-one performance reviews to support team growth and engagement.
• Ensure all customer interactions adhere to company standards, policies, and compliance requirements.
• Manage and resolve escalated cases with professionalism and empathy.
• Collaborate with other departments to resolve complex issues and improve service processes.
• Monitor and analyse key performance indicators (KPIs) to evaluate team results and identify areas for improvement.
• Prepare and present detailed performance reports and insights to senior management.
• Recommend and implement process improvements to boost efficiency, productivity, and customer satisfaction.
• Foster a positive, performance-driven team culture based on accountability, transparency, and continuous development.

Requirements:

• Proven experience leading teams of 20+ employees in Customer Support or Call Centre environments, ideally within Finance, iGaming, Payments, or other regulated industries.
• Strong understanding of collections processes and customer experience best practices.
• Excellent communication skills in both German and English.
• Demonstrated ability to motivate, coach, and develop individuals to reach their full potential.
• Confident working with CRM systems, reporting tools, and MS Office applications.
• Strong analytical and problem-solving mindset with the ability to make data-driven decisions.
• Relocation package of up to €1,000 available for candidates moving from abroad.