German Speaking Team Leader for Hospitality Project (Hybrid) in Bucuresti

We are hiring on behalf of our multinational client company, is a leading BPM, Technology and Digital Services and Solutions Company with a 100% focus on customer experience, operating 19 delivery centers globally, serving premier clients across travel, transportation, and hospitality domains. Step into the role o f Team Leader for German market, where you'll lead a dynamic team of up to 15 Associates dedicated to delivering exceptional customer service across various channels, including email, voice, and chat. Your mission is to ensure our team embodies expertise and consistently provides top-notch service with accuracy and warmth. As the guiding force, you'll offer support, mentorship, and day-to-day management while setting the standard for excellence. Key Accountabilities: - Overseeing team operations within a contact center environment, specializing in premium support for leading international airlines, travel, and tourism sectors. - Leading teams of up to 15 Contact Center representatives, including SMEs or Supervisors, to meet and exceed client expectations and SLAs. - Coaching agents and Supervisors, fostering teamwork and individual growth. - Balancing operational KPIs with a people-focused leadership approach, nurturing your team's potential and well-being. - Engaging with clients and management to propose and implement performance enhancements and process improvements. - Escalating critical process or client needs while offering strategic solutions. Working mode: hybrid (2 days on-site, 3 days remotely)Mon - Fri 09.00-18.00 How You Can Create Influence: - Mandatory fluency in German (C1 level), with English proficiency required at a B2 level. - Proven expertise in team management within similar environments, preferably in airlines, travel, or tourism sectors. - Familiarity with booking software like Galileo or Amadeus is advantageous. - Ability to thrive in dynamic environments, displaying flexibility and adaptability. - Strong performance management and reporting skills. - Independent, solution-oriented, and customer-centric mindset. - Minimum 2 years' experience as a Supervisor or Team Leader across diverse processes. Specifications for the working environment: - Dynamic, young, and diverse environment - Full equipment provided by the company - Modern equipped kitchen and lunch area including the latest coffee/tea machines - Complex facilities for work environment (Subway and all public transportation, local shops, restaurants, and pharmacies) Please note that this is a long-term contract opportunity.