People Matter

Customer Care Team Lead with German and English

RingCentral

RingCentral

Customer Service
Bulgaria
Posted on Thursday, July 4, 2024

Say hello to possibilities.

It’s not every day that you consider starting a new career. We’re RingCentral, and we’re happy that someone as talented as you is considering this role. RingCentral is a $2 billion global leader in cloud-based communications and collaboration software. We are fundamentally changing the nature of human interaction—giving people the freedom to connect powerfully and personally from anywhere, at any time, on any device.

We’re currently looking for Customer Care Team Leader with German and English.

The Global Customer Care Team Leader’s primary responsibility is to oversee the day-to-day Customer Experience that our agents deliver, including operational needs to meet the assigned targets of the team. The Team Lead is responsible for leading a team of customer care agents who respond to customer inquiries and advocate for customers internally.

The essential functions and tasks of this job title include but are not limited to the following listed below:

  • Supervises a group of agents ranging from 12-15 individuals who handle voice, email, and/or chat support.
  • Facilitates daily team briefings on performance reports, scorecards, new product updates, company policies, etc.
  • Addresses agents’ gaps in technical skill and knowledge by working with enablement and other business support units.
  • Motivating and coaching team members to improve overall productivity and performance, while also ensuring team members comply with company policies.
  • Completes items on the Team Lead daily tasks list which includes the following:
    • Open Case Management.
    • Real Time Support or Floor Management.
    • DSAT Prediction Call Recovery.
    • Management of VOC (Voice of the Customer).
    • CSAT (Customer Satisfaction) prediction.
    • Call listening, web/ chat monitoring.
    • Coaching (1:1, Triad, and Quad).
    • Handles and manages escalated calls/chats.
    • Ensure all upskilling courses for agents required by the business are completed by team members.
    • Attend upskilling courses as required by the business unit.


Key competencies:

  • A passion for our customer’s needs
  • Problem solving skills
  • Effective communication skills
  • People Management
  • Conflict Management
  • Decision Making skills
  • Analytical skills
  • Time management skills
  • Strategic/Critical thinking
  • Integrity
  • Leadership skills

Technical skills:

  • MS Office (excel, ppt, word)
  • Google workspace
  • Networking/VOIP skills

Job requirements:

  • 5-7 years providing technical support in the Call Center Industry for a BPO or corporation.
  • 2-5 years managing a team of technical support agents.
  • Implementation, consulting or support experiences with VOIP, networking or Call Center Solutions is a plus.
  • Amenable to work onsite 5 days per week, which may change based on business needs.
  • Demonstrated experience recruiting, hiring and retaining highly skilled and highly motivated employees.
  • Ability to work independently with minimal management guidance.
  • Results-oriented leader who defines and manages achievement of performance objectives.
  • Outstanding interpersonal skills to communicate and interact with all levels of internal & external customers.
  • Understand the evolving support and service requirements of customers.
  • Ability to set business expectations and proactively manage teams to deliver against those expectations.
  • Ability to work efficiently in a highly demanding, team-oriented and fast paced environment.
  • Ability to successfully deliver multiple complex projects simultaneously.
  • Ability to think and influence both at the strategic and execution level.
  • Acts with confidence and decisiveness to solve people problems.
  • Excellent oral and written communication skills including listening and presentation skills.
  • Capable of analyzing complex situations and planning for contingencies.

What we offer:

  • Well-coordinated professional team.
  • Cutting edge technologies, interesting and challenging tasks, dynamic project, great opportunities for self-realization, professional and career growth.
  • Additional Health and Life Insurance Package.
  • Employee Assistance Program.
  • 25 vacation days.
  • ReBenefit Platform Account with 400BGN value monthly.

RingCentral’s Global Service and Support team leads the post-sale experience for it’s customers—making sure their every need is met, and that they’re able to use our products effectively and easily. As it’s customers’ central point of contact, you’ll champion their needs, share deep product knowledge, provide innovative solutions, and build relationships that show our customers what powering human connection really means.

RingCentral’s work culture is the backbone of our success. And don’t just take our word for it: we are recognized as a Best Place to Work by Glassdoor, the Top Work Culture by Comparably and hold local BPTW awards in every major location. Bottom line: RingCentral is committed to hiring and retaining great people because you power our success.

About RingCentral

RingCentral, Inc. (NYSE: RNG) is a leading provider of business cloud communications and contact center solutions based on its powerful Message Video Phone™ (MVP™) global platform. More flexible and cost effective than legacy on-premises PBX and video conferencing systems that it replaces, RingCentral® empowers modern mobile and distributed workforces to communicate, collaborate, and connect via any mode, any device, and any location. RingCentral is headquartered in Belmont, California, and has offices around the world.

RingCentral is an equal opportunity employer that truly values diversity. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.