German-Speaking Team Leader

Location: Egypt
Work Model: Office-based
Language Requirement: German C1 or higher

The Opportunity

Our client is looking for an experienced German-speaking Team Leader to lead and support a team within a fast-paced customer service environment.

The successful candidate will be responsible for managing team performance, supporting employees, monitoring KPIs and ensuring a consistently high level of customer service.

Key Responsibilities

• Lead and manage a team of customer service representatives

• Monitor and drive achievement of team KPIs and SLAs

• Provide coaching, guidance and ongoing feedback to team members

• Conduct performance reviews and implement improvement plans where required

• Monitor attendance, productivity, quality and overall team performance

• Handle escalations and support the team with complex customer queries

• Ensure compliance with company processes, policies and quality standards

• Identify performance gaps and implement appropriate corrective actions

• Prepare and review team performance reports

• Motivate the team and create a positive, high-performance working environment

• Work closely with Operations Management and other internal stakeholders

Key Requirements

• German proficiency at C1 level or higher

• Previous experience as a Team Leader / Supervisor, preferably within a BPO, contact centre or customer service environment

• Strong people-management and leadership skills

• Experience working with KPIs, SLAs and performance targets

• Excellent spoken and written communication skills in German and English

• Strong coaching and problem-solving abilities

• Ability to manage escalations professionally

• Strong organisational and time-management skills

• Customer-focused and results-driven approach

• Minimum Bachelor's degree / Graduation preferred