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

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

Call Center Supervisor (German-Speaking)

Industry Customer Support
Required experience 2+ years
Type of work Remote/Hybrid
Deadline 14.10.2023