Operations Supervisor with fluent German

What you will enjoy doing:

• You will be responsible for the team management, focus audit on agents' performance, 1:1 conversations and follow-ups.
• KPI's analysis and reporting of results.
• Daily preparation of reports based on KPI's: daily, weekly, monthly, quarterly and annual.
• Creation and maintenance of internal work instructions and support materials.
• Selection of personnel, initial training for new hires and continuous training.
• Ensure compliance with operational standards, quality and GDPR.
• Maintenance and update of internal procedures of the Department.
• Coordination with different business areas to ensure alignment of processes/procedures.
• Agents support and resolution of doubts regarding procedures.
• Coordination with team leaders in Spain regarding work schedules, task monitoring and absentee control.

You are the perfect candidate if you have:

• You have a Bachelor Degree or provable previous experience in a similar role.
• You have worked in a Contact Center for at least 5 years, with 2 years managing teams.
• Your have a fluent  level in German and English.
• Extensive knowledge of Microsoft Office Tools (Advanced Excel is a must).
• Previous experience with call management telephony platforms and CRMs.
• Availability to do Stand By shifts on rotation Saturdays and bank holidays.
• Strong teamwork commitment, highly oriented to targets and objectives, with a strong customer focus and dedication to client service projects.

• An attractive salary with a language bonus!
• Many opportunities to grow and develop yourself professionally.
• Meal allowance.
• Health insurance.
• Psychological support for employees.
• Opportunity to work hybrid.
• Bonus based on performance.

Are you interested in this challenge and think you fit the profile? We would love to meet you! If this isn't for you but you know someone who might be interested, please feel free to share this opportunity.