Customer Services Team Leader (English skills)

About the Role:

We are looking for a dynamic Customer Service Team Leader to manage and inspire our customer service team, supporting clients in the automotive business. You’ll play a key role in driving performance, maintaining high service standards, and ensuring smooth operations in a multinational environment. If you're passionate about leading teams, improving processes, and delivering exceptional service, we'd love to hear from you!

Key Responsibilities:

• Lead & Manage: Oversee team shift schedules and supervise daily operations.

• Support & Escalation: Provide guidance during escalated calls and ensure timely resolution of cases.

• Performance Monitoring: Track agent performance on KPIs like AHT and abandonment rate; evaluate team progress.

• Training & Development: Help agents improve call handling, customer interaction, and case management.

• Conflict Resolution: Manage internal team conflicts and ensure a harmonious work environment.

• Reporting: Provide daily reports to clients and ensure accurate communication of performance metrics.

What You’ll Need:

• Experience: At least 3 years in customer service or call center management, ideally with exposure to the automotive industry.

• Communication: Strong English skills (TOEIC score 550+ preferred).

• Leadership: Proven ability to lead a team, resolve conflicts, and maintain a positive working environment.

• Skills: Proficient in Microsoft Office (Word, Excel), with an understanding of KPI management.

• Flexibility: Must be willing to work shifts, including weekends and holidays.

Key benefits/What we offer:

Our employees play an integral part in our success as a business. We appreciate that each of our employees are unique and have unique needs, ambitions and we enjoy being a part of their journey.

We are there to empower and encourage you with your personal and professional development ensuring that you take control by offering a large variety of courses and targeted development programs. All that in a global environment where international mobility and career progression are encouraged. Caring for your health and wellbeing is key priority for us. This is why we build Work Well programs to providing you with peace of mind and give the flexibility in planning and arranging for a better work-life balance.

68091 | Customer Services & Claims | Professional | Non-Executive | Allianz Partners | Full-Time | Permanent

Allianz Group is one of the most trusted insurance and asset management companies in the world. Caring for our employees, their ambitions, dreams and challenges, is what makes us a unique employer. Together we can build an environment where everyone feels empowered and has the confidence to explore, to grow and to shape a better future for our customers and the world around us.

We at Allianz believe in a diverse and inclusive workforce and are proud to be an equal opportunity employer. We encourage you to bring your whole self to work, no matter where you are from, what you look like, who you love or what you believe in.

We therefore welcome applications regardless of ethnicity or cultural background, age, gender, nationality, religion, disability or sexual orientation.

Join us. Let's care for tomorrow.