We are looking for an experienced French-speaking Team Leader with a strong hospitality background to lead and manage a team supporting a hospitality account. The ideal candidate will combine excellent leadership skills with a customer-centric mindset, ensuring high-quality service delivery aligned with hospitality standards.

Key Responsibilities

• Lead, motivate, and manage a team of German-speaking agents supporting a hospitality account
• Ensure exceptional customer experience in line with hospitality and brand standards
• Monitor team performance, KPIs, SLAs, and quality metrics
• Provide regular coaching, feedback, and performance evaluations
• Handle escalated customer issues professionally and efficiently
• Support onboarding, training, and ongoing development of team members
• Collaborate with Operations, Quality, and Training teams to improve service delivery
• Prepare and

• deliver regular performance reports to management
• Ensure compliance with company policies, processes, and client requirements

Requirements

• Fluent French (C1/C2 level) and good command of English
• Proven experience in hospitality (hotel operations, guest services, travel, or related fields)
• Previous experience as a Team Leader, Supervisor, or Assistant Manager preferred
• Strong people management and coaching skills
• Excellent communication and interpersonal abilities
• Customer-focused mindset with problem-solving skills
• Ability to work in a fast-paced, service-oriented environment
• Strong organizational and time-management skills

Preferred Qualifications

• Experience managing teams in a BPO, contact center, or hospitality service environment
• Knowledge of hospitality KPIs and customer satisfaction metrics (CSAT, NPS)
• Experience working with international or multicultural teams

What We Offer

• Competitive salary and performance-based incentives
• Opportunity to work with a global hospitality brand
• Career growth and leadership development opportunities
• Supportive and dynamic work environment
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