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Cross Border Talents is looking for fluent German speakers with previous supervisor experience in a contact center environment to join our client located in Katowice, a leading multinational BPO company with origins in the USA.

Work Model: On-Site

Work Schedule: Monday to Sunday, 5 days per week, rotating shifts (up to 9/10 PM max), 8 hours per day, 40 hours weekly

Essential Functions/Core Responsibilities:

• Oversee the day-to-day supervision of a team of call center associates, ensuring adherence to company policies and legal requirements.
• Regularly coach and mentor team members to meet and exceed performance metrics, providing constructive feedback.
• Identify performance issues, develop improvement plans, and implement corrective actions, including potential terminations if necessary.
• Ensure service delivery meets contractual Key Performance Indicators (KPIs) and financial targets.
• Communicate clear performance expectations and provide timely updates to team members.
• Handle escalated customer calls with expertise and professionalism.
• Organize and lead team meetings to communicate updates, share best practices, and encourage open dialogue.
• Stay informed about internal processes, policies, and procedures, attending required management development training sessions.
• Act as an advocate for team members, promoting company values through actions and attitude.

Candidate Profile:

• Language Requirements: Fluent German and B2-level English proficiency.
• Highly motivated with the ability to develop and coach team members.
• Ability to work effectively under pressure and ensure tasks are completed efficiently.
• Strong verbal and written communication skills.
• Proven leadership abilities in multitasking, prioritizing tasks, and meeting deadlines.
• Experience in mentoring, coaching, and directing team members.
• Flexible and willing to adapt to a rotating work schedule.
• Responsible for task-oriented supervision and guiding team members in completing assignments.
• Coordinates daily activities to ensure operational efficiency.
• Focuses on achieving business goals and performance metrics through coaching and feedback.
• Handles escalated issues and ensures team alignment with company objectives.
• Typically spends no more than 20% of time performing supervised tasks.

Join our client in Katowice and lead a team towards excellence in customer service and performance delivery. Apply now to become a key part of a dynamic team!

Katowice - Oferty pracy w okolicznych lokalizacjach