German Speaking Manager for Technical Support Team

Ref: HM02983

Location: Tyne and Wear

Our client, a large multilingual company is seeking to recruit a German Speaking Manager for Technical Support Team for their offices in Tyne and Wear

Job Role

• You will be responsible for a team of managers, engineers, and agents who own/support an advanced technical project. You will work directly with the client and internal support groups.
• You will also be responsible for decisions concerning operational strategies and tactics as well as decisions concerning investments in the program requested by the client or the management team.
• Will have reporting Technical Team Leads and potential Contact Center Team Leads.
• Acts to drive a healthy P&L on the project.
• Builds and forms relationships with the Client and looks for ways to grow the business.
• Responsible for both client and customer satisfaction of the support given.
• Responsible for spreading resources across the support hours to meet customer needs.
• Responsible for Balanced Scorecard associated with programs.
• Maintain and grow revenue of existing Clients/Programs.
• Profitability of existing programs, including revenue, margins, billing performance, seat utilization and program turnover.
• Owns Client satisfaction on all new implementation.
• Partnering with Business Development to leverage and pursue new business from the existing client.
• Partnering with internal suppliers.
• Responsible for meeting service commitments through data collection, root cause
• Analysis and action planning.
• Negotiate and manage Client commitments, contracts and expectations.
• Conduct account reviews both internal and external.
• Staff, motivate and develop management team (includes dotted line Partners).
• Translate company strategies into organizational initiatives/activities.
• Develop and maintain relevant industry knowledge.
• Responsible for selecting, training, developing, and managing performance of direct reports in area of specialty; and mentoring, coordinating, planning, and providing direction for work group(s) in accordance with the organization’s policies and applicable legal requirements.

The Candidate

• Fluent in English and German
• Bachelor’s degree in related field from a four-year college or university with four to six years related experience; or
• Equivalent combination of education and experience
• Have and maintain recognized and applicable advanced/senior level technical certifications.
• Technical expertise, industry standard case and call management, technical proficiency and a variety of coaching styles and techniques
• Advanced knowledge of client technical systems
• Must understand the role of CRM products and how they relate to technical customer management
• Ability to guide individuals toward goal achievement using negotiation, teamwork/collaboration, motivation and staff development skills including the ability to act as a role model within the organization
• Strong ability to coach, develop action plans which maximize performance and provide effective feedback
• Proven ability to analyze and implement process and problem resolutions
• Excellent financial analysis and budgetary skills
• Must have proficiency with various software applications programs including e-mail messaging applications, Microsoft Word and Excel
• Must understand best practices around scheduling and schedule adherence.
• Proven ability to defuse client and customer escalations
• Must be able to drive productivity while maintaining quality and team morale

Salary: £35,000

To apply for this role please email your CV to contact@merrow.co.uk or call: 0845 226 4748

Merrow Language Recruitment is a specialist Language Recruitment Consultancy with over 40 years of experience in the field of multilingual recruitment. To view all our current vacancies please register on our website www.merrow.co.uk