Delivery Operations Senior Analyst with German

As a Team Lead, you will manage and motivate a team of German speaking customer advisors, ensuring adherence to company policies and operational plans. You will conduct performance reviews, drive KPIs, and provide support to team members to achieve strategic goals. Key Responsibilities Manage, coach, lead, and motivate a team of customer advisors/agents, ensuring all adhere to company policies and procedures. Get trained on team’s scope of work to ensure a very good understanding of the processes. Act as an escalation point for client and team members. Conduct performance reviews, providing feedback based on quality assessments. Oversee real-time activity and agent productivity and assist in the preparation and implementation of operational plans. Communicate organizational and departmental strategy requirements in briefings and team meetings. Drive performance and work with underperformers to achieve agreed KPIs, identifying and addressing any compliance gaps. Run NPS analysis and rep...

Skills and Specifications Advanced proficiency in German B2 and medium proficiency in English. Ability to present value added solutions to customers. High emotional intelligence and soft skills for managing employees. Time management skills to achieve goals while maintaining discipline and strict compliance. Continuous learning and self development capabilities. Experience in a multi system environment. Excellent knowledge of management methods and techniques. Working knowledge of customer service software, databases, and CRM tools. Awareness of the latest industry technology trends and applications. Strong client facing and communication skills. Customer service oriented, with the ability to exceed customer expectations. Excellent written and verbal communication skills, with the ability to communicate at all levels of management. Excellent organizational skills and a detail oriented approach to problem solving. Demonstrated proficiency in multi tasking and prioritization. Passion for ensuring success within the company s culture of excellence and commitment to quality and customer service. Moderate understanding of business process improvement methods. Education and Qualifications Proven work experience of at least 4 years as a Customer Service Team Lead or similar role in complex business contexts. Demonstrated teamwork and collaboration in a professional setting Experience in the Telco industry would be an advantage.

About Accenture

We work with one shared purpose: to deliver on the promise of technology and human ingenuity. Every day, more than 775,000 of us help our stakeholders continuously reinvent. Together, we drive positive change and deliver value to our clients, partners, shareholders, communities, and each other.We believe that delivering value requires innovation, and innovation thrives in an inclusive and diverse environment. We actively foster a workplace free from bias, where everyone feels a sense of belonging and is respected and empowered to do their best work.At Accenture, we see well-being holistically, supporting our people’s physical, mental, and financial health. We also provide opportunities to keep skills relevant through certifications, learning, and diverse work experiences. We’re proud to be consistently recognized as one of the World’s Best Workplaces™.Join Accenture to work at the heart of change.

Visit us at www.accenture.com 

Equal Employment Opportunity Statement

All employment decisions shall be made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, veteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status or any other basis as protected by federal, state, or local law.

Job candidates will not be obligated to disclose sealed or expunged records of conviction or arrest as part of the hiring process.

Accenture is committed to providing veteran employment opportunities to our service men and women.