Team Leader German speaker
Malta
Our client is a well known content moderation and customer support services provider, based in Malta. As Team Leader, you will support the Assignment Manager and help ensure that the teams deliver high-quality services to the clients. You will play a key role in maintaining service levels, balancing efficiency and quality, and supporting the day-to-day performance and development of the team. You will take a hands-on approach to coaching, monitoring, and supporting team members, while also contributing to a positive team culture and strong client relationships.
Responsibilities:
Support the Assignment Manager in maintaining service levels in line with client expectations and contractual agreements.
Monitor team performance and quality, providing guidance and coaching where needed.
Support team members with day-to-day questions, escalations, and workflow challenges.
Ensure understanding and correct application of client policies and guidelines.
Review and make decisions on images, accounts, and text-based content, including potentially sensitive material.
Identify trends, common end-user mistakes, and improvement opportunities, and share insights with managers.
Escalate policy violations and fraud cases using internal tools and processes.
Support continuous improvement in workflows, automation, and operational processes.
Collaborate effectively with internal teams and client stakeholders.
Participate in training and support knowledge sharing within the team.
Support different workflows, clients, and markets as required.
Requirements;
Experience leading teams within a call center or similar environment
German language skills native or bilingual as well as proficient level of English language
Good computer skills, especially Microsoft Excel.
Strong interpersonal skills and a collaborative mindset.
Ability to lead by example and support team motivation.
Interest in coaching, feedback, and people development.
Good understanding of online marketplaces and publication rules.
Willingness to work on a shift basis, including Saturdays and Sundays.
Interest in markets, shared economy, and new technologies is a plus.
Previous experience in content moderation, customer service, or online business is an advantage.