www.scrumba.gs To all German speaking agilists - if you want to hear what front line agile is REALLY like from two guys that have NO IDEA what they are doing, I DO NOT recommend that you listen.

Manage daily operations of DACH & CEE markets by empowering Team Leaders and their teams to deliver the best customer experience possible.Primary coach and mentor for Team Leaders.Individual performance management of Team Leaders in line with agreed personal and team level goals.Ensure close cooperation with Operations Manager, HR, WFM, and Recruitment team to deliver on staffing requirements aligned with market level forecasts and/or any other operational changes.Promote the company brand by helping to manage employee relations.Joint ownernership of business review processes at all cadences.Inspire colleagues and reports by leading by example and taking care of those in my charge rather than 'being in charge'.

Lead, manage and organize different teams of 20+ Spanish / Italian CSRs providing multi-channel support for leading online advertising platform. Main responsibility is for service delivery of critical KPIs including:- Customer Satisfaction- Service Level- EfficiencyOther duties include:- Individual performance management.- Deploy and manage processes and solutions together with leadership group.- Manage and maintain market level stakeholder relationships.- Act as hiring manager for the Spanish and Italian teams.- Liaise with other stakeholders in business to ensure success and continuity of the business.

Lead, manage and organize a team of approx 17 German-speaking CSRs providing - hardware product support for a well-established client.- large customer account migration

- Mentor a team of 30-35 CSRs doing chat/forum/email support- Provide 2nd level support to customers and team- Prepare/deliver training to new hires- reporting to client with top call drivers- own/monitor escalation process