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United Call Centers (UCC) is a global leader in customer experience solutions, specializing in multilingual support for various industries. Our company culture is built on providing top-quality customer service through our remote workforce.
What You'll Do
- Lead and mentor a team of remote customer service agents, ensuring high performance and engagement.
- Monitor daily operations, track key performance metrics, and implement strategies for continuous improvement.
- Provide coaching and real-time support to agents, helping them resolve complex customer inquiries.
- Conduct quality assessments and performance evaluations, offering constructive feedback.
- Serve as the primary point of contact between agents and management, escalating issues when necessary.
- Develop and implement best practices to enhance efficiency and customer satisfaction.
- Collaborate with training teams to ensure agents receive ongoing development and product knowledge updates.
- Foster a positive, motivated team culture in a remote work environment.
Requirements
- Proven experience as a Customer Service Team Lead or in a similar supervisory role.
- Strong leadership skills, with the ability to inspire and manage remote teams effectively.
- Excellent problem-solving and decision-making abilities.
- Hands-on experience with customer service tools, CRM systems, and performance tracking metrics.
- Fluency in English (C1/C2) and German (C1/C2).
- Ability to analyze data and drive performance improvements.
- Experience working in remote, multicultural teams.
- Strong communication and conflict resolution skills.
