Gösta Kunze

• Manage a team of up to 20 customer service associates • Monitor and manage team performance • Conduct regular feedback sessions to maintain awareness of individual performance and quality • Collaborate closely with other departements to ensure continuous optimization • Make strategic decisions to constantly maintain service levels • Implement new tools and responsibilities to the existing service structures • Channel feedback from the team to help our customer service remaining a desirable work space

Taking care of my newborn son.

Core Duties: • Provide leadership, guidance, assistance and mentoring to Agents by answering questions, providing feedback, identifying training opportunities on customer issues, and supporting all areas of the Business Support strategy. • Complete Quality Monitoring each month, monitor the results and give appropriate feedback. • Identify and analyze employee-training needs and requests. • Handle escalated calls as they are presented.

•Point of Contact for Compliance( KYC / KYB ) related issues •Collaborate with other professionals to develop training presentations and information as required for new Compliance related procedures. •Handle special Onboarding projects. •Provide guidance, assistance and mentoring to Agents by answering questions, providing feedback

Review, communicate and coach to daily performance, quality, behavior and attendance standards at the individual and team level. • Schedule, prepare and lead 1:1 coachings, team learning sessions and stand-ups that are interactive, engaging and agent driven based upon developmental needs • Know and support company and departmental procedures; regularly review and ensure that agents follow procedures, process flows and guidelines. • Participate in teammate selection, internal talent movement

Account manager for mobile.de