Our client is currently looking for an experienced Team Manager to lead their German and Austrian Team, managing a team of over 30 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 30+ 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.
On offer:
* Relocation assistance
* Career progression
* Great multinational environment
* Salary based on experience between €40,000 to €50,000 gross per year.