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
Requirements:
- 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
We offer you:
- 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