Public summary
Join a leading renewable energy company as a Call Center Supervisor overseeing European call center partners. Lead performance management, improve service quality, develop training, optimize workflows, and collaborate with cross-functional teams to enhance customer experience across Europe. Requires a Bachelor's degree, fluency in English (C1) and Chinese (B2), experience in call center and partner management, strong project and stakeholder management skills, and data-driven analytical capabilities.
Location and work setup
- Location
- Oberschleißheim
- Remote status
- On-site
- German requirement signal
- No German Required Detected
- Detected job language
- English
Responsibilities
Manage all call center partners across Europe, review performance using KPIs and SLAs, develop and implement training strategies to ensure consistent service quality and product knowledge, design and optimize remote customer service workflows, lead workforce planning and resource allocation for service partners, monitor operational metrics like CSAT, SLA compliance, and QA scores, analyze data to identify improvement opportunities, and collaborate with internal teams in Customer Experience, Product, Operations, and Regional Business to align customer support operations with overall business objectives.
Qualifications
Bachelor's degree or higher; English fluency at C1 level (written and spoken); Chinese proficiency at B2 level or above; experience in call center operations with emphasis on vendor or partner management; strong project and stakeholder management skills; ability to manage multiple priorities in fast-paced international environments; analytical skills to use operational data for continuous improvement; self-motivated, proactive, and adaptable approach. Additional European languages such as German, French, Spanish, Italian, or Dutch are a plus.