What you'll do

• Maintain and develop product knowledge by providing support to agents, including floor walking, live listening and side by side coaching;
• Identifying and suggesting improvement opportunities;
• Creating reports based in your findings;
• Providing feedback to CSRs (aligned with the Supervisors) and identifying training needs with the Trainer.

What you'll need

• Fluency in German (Native level);
• Fluency in English (C1 level);
• Solid experience in contact center, understands contact center business and trends;
• Experience or interest in gaming sector;
• Working knowledge of Microsoft Office Suite (Excel, Word, Power Point);
• Achievement oriented and customer oriented;
• Good communication skills;
• Diversity orientation and judgement capability.

Please note that we will only consider CV if submitted in English.

Benefits

• Excellent work opportunity in a dynamic leading multinational company;
• Investment in training and personal development;
• Modern, centrally located buildings with canteen facilities and an excellent public transportation connection;
• Health Insurance;
• Free Portuguese and other language courses, sport activities and organized events;
• Free healthy meals in the cafeterias, such as soup, bread, salad and fruit.