Contact Center Supervisor - German Speaker, Lisboa

We are looking for a German-speaker Consumer Engagement Services Supervisor to join a multicultural team in Portugal.

In this role, you will report to the Consumer Engagement Services Operations Lead and will be responsible for planning and executing operations for the assigned market, ensuring quality standards, strong stakeholder relationships, and an excellent consumer engagement experience. You will also lead the team with a strong focus on people development, performance, and retention.

What you will do:

• Manage the team by monitoring daily workloads and adjusting coverage as needed;
• Ensure service delivery follows the guidelines for Social Media Services lines;
• Guide, coach, and train team members to stay aligned with objectives and the Operational Master Plan;
• Monitor employee performance, quality, and productivity against SLAs and KPIs;
• Support onboarding processes and proper documentation;
• Collaborate with internal stakeholders and Brands to review KPI results and define action plans;
• Drive continuous improvement initiatives and support transition activities.

What we are looking for:

• Native or near-native German and fluent English (eliminatory);
• Experience in team supervision – Contact Center;
• Experience in leading, coaching, and developing teams, including in remote environments;
• Experience in a BPO, Consumer Engagement, or customer service environment;
• Knowledge of consumer handling, CRM systems, help desk software, and social media/community management;
• Strong problem-solving, analytical, and communication skills;
• Results-driven mindset and ability to work under pressure.

What we offer:

• Under Directive (EU) 2023/970, the starting base salary for this position ranges from 1270€ gross per month;
• Competitive salary and annual bonus according to performance;
• Meal allowance card and flex benefits;
• Other employee benefits and wellbeing initiatives;
• Hybrid work model – Lisbon or Braga;
• A culturally diverse and international environment;
• Training, e-learning, and career progression opportunities;

If you are eager to learn, digitally savvy, and ready to make an impact in a fast-paced environment, this could be the right opportunity for you.

After you apply, and to expedite the next steps, you may be contacted via WhatsApp by an AI Assistant as part of the recruitment and selection process, on behalf of our team.

Os candidatos interessados, em cumprimento do definido no Regulamento (UE) 2016/679 (RGPD), são convidados a ler a política de privacidade em pt.gigroup.com > Política de Privacidade Candidatos

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