Team Manager Finland & Germany

The role


As an experienced customer support professional, you will use your team building skills to work alongside 10-20 colleagues who deal with a key market, to forge a close-knit harmonious team.


The player experience Team Leader/Customer Service Team Manager Finland and Germany, helps agents to provide first- class customer support and advice within a contact centre environment. You will also assist the customer support operations manager in the smooth running of the department as well as manage ad-hoc projects when required.


What you will do


  • Assure consistently high quality customer support to satisfy strict deadlines and KPI's
  • Assess the competencies of your team members to identify strengths and define ways to reach their full potential through real-time coaching
  • Conduct frequent one-to-one meetings with individual team members if/when required
  • Be accountable for customer satisfaction (CSAT) score for all markets related to your team
  • Act as a mentor for customer services agents and lead by example
  • Maintain high levels of product knowledge so that appropriate guidance is always provided
  • Support administrative tasks within the team
  • Facilitate smooth communication flow between the head of customer service, customer service operations manager and all other departments
  • Be the point of contact for customer support agents inside and outside your team
  • Anticipate and evaluate risks in your department and handle any obstacles to achieving set targets and goals
  • Support the talent acquisition partner by attending interviews and giving feedback on the best candidates
  • Reach quarterly and end of year goals set by the company


How will success be measured in this role

CSAT, live contacts, email response time and other key indicators set by the company
Leadership skills
Communication skills
Contribution to the team managers' group


Regular performance reviews with your line manager
Acting in line with Kindred Group values
Successful completion of all relevant training and other compliance activities that support Kindred's sustainable and responsible growth


Your experience


  • A team management role and a proven track record of target driven performance
  • Sound experience in a Customer Support environment
  • Native fluency in written and verbal Finnish
  • Excellent communication skills – e-mail, chat and telephone
  • A natural team player who leads by example
  • Business management skills: understand strategy, business functions, manage conflicts
  • Ability to work well under pressure and with minimum supervision
  • Open to giving and receiving constructive feedback


Application process


Click on the "Apply Now" button and complete the short web form. Please add a covering letter in English to let us know your motivation for applying and your salary expectation. Our Talent Acquisition team will be in touch soon.

Kindred is an equal opportunities employer committed to employing a diverse workforce and an inclusive culture. As such we oppose all forms of discrimination in the workplace. We create equal opportunities for all our applicants and will treat people equally regardless of and not limited to, gender, age, disability, race, sexual orientation. We are committed not only to our legal obligations but also to the positive promotion that equal opportunities bring to our operations as set out in our sustainability framework.


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The Centre Pjazza Tigné, Tigné Point, Tigne Point, Sliema, Malta, TPO 0001
  • Office:
  • Type of Employment:
    Full Time Permanent
  • Reference Number:
27 Days Holiday
Private Medical
Wellbeing Allowance
Free Yoga
Subsidised Meals
Maternity/Paternity leave
Eye test and Flu jab
3 days CSR leave
Anniversary awards
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