Bilingual Client Team Leader- German & English Speaking at Influx
About Influx We build full-service support teams that flex and scale monthly, enabling companies to deliver fast, high-quality support experiences, 24/7. We operate out of 8 countries to deliver 24/7, fast resolutions for our clients. Our recruiting and management engine can deliver 200+ trained agents in one month. Companies work with us to scale their support operation quickly while improving key metrics such as response to resolution, CSAT, NPS and revenue per customer. Our service comes fully managed. We use a three part management system to ensure consistent high performance from all of our agents. Responsibilities Ensure achievement of Client KPIs. Ensure the team is organized effectively to maximize productivity Monitor, identify, and resolve performance/behavior/attendance issues using prescribed performance management techniques. Daily report to the delivery manager on team performance against KPIs Handle escalations, and assist agents by providing support on customer que...