Overview

About The Job

You are a natural people-person. You get a kick out of building relationships with people from all kinds of backgrounds, and you are deeply empathetic. You thrive when working in a team. You are a great motivator. You help people understand the value of their work and can motivate them to give their best performance. That means you lead by example.

As a Team Lead (TL) you will look after the job satisfaction of around 10 to 12 remote agents within your region or language. This means you will build strong relationships with everyone in your team, train and coach them. As Team Lead you make sure that your team has the tools and motivation to provide great customer support. You go the extra mile to make sure that your team is engaged, committed, and comfortable with their work, so the team and each agent is able to delivering the needed KPIs

 

Responsibilities

  • Optimize the satisfaction of your team. Address and resolve any issues that get in the way of your team’s job happiness.
  • Optimize the performance of your team, based on KPIs. Provide feedback, coaching, and relevant information to your team.
  • Train your team on 5CA systems/tools, soft skills and channel-specific skills. You evaluate and pre-approve VTO (Voluntary Time Off) requests.
  • Coordinate execution of project-specific training/coaching with Operations Managers
  • Signal agent-specific and project-specific issues to the Operations Manager.
  • Work with other 5CA departments, such as, Training, Quality Assurance and HR to fulfil your team’s needs.
  • Interviewing applicants and onboarding new agents. You introduce new agents to 5CA’s company, the project, it’s culture, and the tools.

About You

  • You speak German and English at a near-native level.
  • 1+ years of experience in an (preferably international) inbound customer contact center.
  • Good understanding of contact center metrics.
  • Affinity with the gaming industry
  • Able to work under pressure and deal with changes in a dynamic work environment.
  • Strong leadership and empathetic skills.

Technical requirements

  • A minimum internet speed of 4 Mb/s download and 4 Mb/s upload internationally.  
  • A minimum of 8 GB RAM  
  • A 64-bit version of Windows 10 or newer, or macOS 10.11 or newer
  • An Intel Core i5-6300U or better/similar. 
  • A smartphone usable for two-factor authentication that runs at least:
    • Android 8.0 or newer
    • Apple iOS 14.0 or newer 

What we offer: 

  • The flexibility to work 100% remotely with no wasted commute time and travel costs 
  • A position at a fast-paced international company with ambitious gaming, e-commerce, and tech clients
  • A casual, diverse, and inclusive culture with people from 80+ countries, speaking 25+ languages – where we celebrate everyone’s uniqueness
  • Innovative digital tools and comprehensive training, with access to our library of online training courses
  • Various learning and career development initiatives throughout the year
  • Access to Open Up, an employee mental health platform offering access to certified psychologists, online resources, etc.
  • Fun employee engagement activities and participation in 5CA employee-lead communities such as 5CA Connect, Pride, 5CA Gamers, Women of 5CA, to name a few.

Tagged as: 1-3 Years

Apply for job