Job Details

We are looking for a highly motivated and experienced Call Center German-Speaking Supervisor to oversee the day-to-day operations of our call center. The ideal candidate will be responsible for managing a team of call center agents, ensuring exceptional customer service, optimizing performance, and maintaining operational efficiency.

Main responsibilities:

• 80% of the time are monitoring & coaching call center agents
• Tracking key performance indicators (KPIs) such as call quality, average handle time, customer satisfaction, and response rates
• Providing ongoing feedback and performance evaluations to continually meet and exceed their individual/team targets
• Working together with a "Point of Contact" to identify issues and generate action plans for the KPI assigned
• Providing real-time support to agents experiencing difficulties on calls and handling escalations
• Ensuring all company's policies and procedures are adhered to including but not limited to, Security, HR, Operations, etc.
• Allocating resources, including staffing levels and equipment, to meet service level agreements (SLAs) and customer demands
• Developing and managing schedules, shift rotations, and breaks to ensure adequate coverage
• Continuously optimizing workflow processes to enhance efficiency
• Interacting with other departments (WFM, QA, Payroll/HR, etc.)
• Compiling and analyzing data related to call center operations
• Preparing reports on performance, trends, and areas for improvement

• 2+ years experience supervising employees in a fast-paced, constantly changing environment in call center operations
• A passion for working with and developing people; in particular, a willingness to see your success in how you've supported the success of others
• Languages skills: German C1 spoken, written C2, English B2
• Proficiency in using call center software and tools
• Proficiency in using MS Office and other basic computer programs
• Outstanding problem-solving, negotiating, and decision-making skills
• Exceptional organization and multi-tasking skills combined with an exceptional work ethic and attention to details
• Excellent verbal and written communication skills

• Competitive salary
• Private health insurance
• Remote/Hybrid work format
• Equipment for work is provided
• Corporate training and education
• The opportunity to join the largest international company in the customer support field
• Career growth and personal development