Cross Border Talents is seeking a dedicated and motivated German-Speaking Supervisor to join our client's team in Valencia, Spain. In this role, you will oversee and guide a dynamic team, ensuring high levels of performance, customer satisfaction, and team motivation. This is a great opportunity for an experienced professional looking to take on a leadership role in a vibrant international environment.

Working hours: Monday to Friday, 09.00 to 18.00 onsite. This is a full-time role, 40 hours/week.

Key Responsibilities:

1. Team Management (30%)
- Monitor and report on team performance, including call and case handling.
- Provide regular feedback to agents, focusing on individual performance improvement and motivation.
- Lead and inspire your team to maintain high morale and low turnover rates.
- Organize weekly meetings to review team performance, share updates on new procedures, and communicate upcoming changes.
- Track and address the training needs of your team to enhance technical and communication skills.
- Collaborate with the HR department in the recruitment process,



participating in second-round interviews and advising on staffing needs.
- Manage disciplinary actions effectively, in coordination with HR.

2. Organizational Responsibilities (20%)
- Organize and optimize team shifts.
- Ensure adherence to processes and procedures, stepping in to handle overflow calls or tickets when necessary.
- Address logistical issues, including office supplies and general working conditions.
- Provide support during critical incidents, escalations, and customer complaints.

3. Incident Management (25%)
- Handle incoming customer calls and emails, logging details and ensuring timely resolution in line with SLAs.
- Maintain in-depth knowledge of customer-specific applications.
- Ensure all contractual SLAs are consistently met.

4. Customer Contact (10%): prepare and present Service Level Reviews, maintaining ongoing communication with customers regarding cases, procedures

📌 German-Speaking Supervisor in Valencia-Relocation Provided
🏢 Cross Border Talents
📍 Valencia