Team Leader with German (Customer Support)

Capgemini is the business transformation partner for enterprises in the age of AI. They help organizations imagine and build an intelligent, sustainable future by combining AI, technology, and human ingenuity to transform how organizations operate, innovate, and grow. Capgemini has over 410,000 team members in more than 50 countries with reported revenues of €22.5 billion in 2025.

• Previous experience in a Team Leader, Supervisor, SME, Quality, or Senior Customer Support role.
• Fluent German and English skills at C1 level, both written and spoken.
• Strong leadership, coaching, and people management skills.
• Excellent customer focus and ability to manage sensitive or escalated customer situations.
• Good analytical ability to review performance data and identify improvement areas.
• Ability to work in a fast-paced support environment while maintaining quality and compliance standards.
• Working knowledge of contact centre tools, CRM systems, reporting dashboards, and Microsoft Office applications.

• Lead, supervise, and motivate a team of Customer Support Representatives to achieve service-level, quality, productivity, and customer satisfaction targets.
• Monitor daily operations, manage workloads, allocate tasks, and ensure timely resolution of customer inquiries and escalations.
• Provide coaching, feedback, and performance support through one-to-one discussions, call/chat/email quality reviews, and development plans.
• Track and review key performance indicators such as response time, resolution rate, quality score, customer satisfaction, attendance, and productivity.
• Collaborate with internal stakeholders, support teams, and management to resolve operational issues and improve service delivery.