German-speaking Call Center Manager Barcelona
German-speaking Call Center Manager Barcelona
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Job Description
Job Title: Germanspeaking Call Center Manager Barcelona
Location: Barcelona Spain
Employment Type: Fulltime
Work Model: Onsite or Hybrid
About the Role:
We are seeking a highly skilled Germanspeaking Call Center Manager to oversee the daytoday operations of our customer service team in Barcelona. In this leadership role you will be responsible for ensuring operational efficiency managing a team of customer service agents and driving excellent service for our Germanspeaking customers.
This is a great opportunity for an experienced leader who is passionate about delivering exceptional customer experiences while managing a highperforming team in a fastpaced dynamic environment.
Key Responsibilities:
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Lead motivate and manage a team of Germanspeaking customer service agents
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Ensure smooth daily operations of the call center meeting key performance indicators (KPIs) and service level agreements (SLAs)
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Provide coaching feedback and training to team members to enhance performance and customer satisfaction
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Oversee call center activities ensuring adherence to company policies quality standards and regulatory requirements
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Handle escalated customer complaints and resolve complex service issues
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Analyze call center metrics and generate reports for senior management
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Develop strategies to improve team performance and operational efficiency
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Foster a positive collaborative and motivated work environment
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Collaborate with other departments (e.g. HR Training Operations) to optimize call center processes
What Were Looking For:
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Fluency in German (C2 level) both spoken and written
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Good command of English (B2 or higher) for communication with management and other departments
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Proven experience in a Call Center Manager or similar leadership role
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Strong understanding of call center metrics KPIs and operational processes
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Excellent communication leadership and problemsolving skills
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Ability to inspire manage and develop a diverse team in a fastpaced environment
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Experience with call center software CRM tools and reporting systems (e.g. Zendesk Salesforce)
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A customerfocused approach with a passion for improving service delivery
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EU work permit or valid Spanish work authorization
What We Offer:
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Competitive salary performancebased incentives
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Hybrid work model (after initial training period)
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Private health insurance
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Professional development and leadership training
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Career progression opportunities within a global company
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A dynamic international team environment
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Modern office in the heart of Barcelona with excellent amenities
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Regular teambuilding activities and wellness initiatives
Working Hours:
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Fulltime: 40 hours/week
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Monday to Friday (business hours with occasional flexibility required)
Employment Type
Full Time
