We are looking for a Team Leader with German to work for a company leader in the travel industry. This person will be responsible for managing a team of 10-15 agents who support the German market. Native level of German, similar experience of at least 1 year and availability to work day shifts is required. As a Team Leader you will direct daily activities of the Customer Service department, providing coaching and training to a team of 8-9 Customer Service Representatives, handling customer escalations and ensuring delivery of top-notch customer satisfaction and service levels will be critical success criteria for this role. Your main responsibilities will be: -Take incoming inquiries over the phone and email about products and services from owners, agencies, and travelers to maintain subject matter expertise and support service level goals -Act as an information source for agents' questions pertaining to process, policy and work schedules. -Review, organize and delegate daily tasks for team -Closely coordinate with other Leads and Management pertaining to support service levels and customer experience, and take appropriate actions to correct when needed -Carry out performance measurement (Quality Audits), CSAT scores/feedback, general monitoring, and evaluation of all agents and operators to improve the teams' efficiency -Resolve escalated customer complaints and questions within required timeframe; assist team with de-escalation of calls in real time as needed -Communicate solutions, successes, and opportunities to the Supervisor and Manager of customer support -Coordinate training for new hires and existing staff; participate in the delivery of training -Proactively communicate with CS Manager regarding work flow, staffing issues/performance, and customer experience items. -Lead must be available to cover all hours of business operation and coordinate with other leads as point of contact to insure continuous and full support -Inspire and motivate agents; lead by example -Encourage good team morale -Special projects as designated by management