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, and tools. 5. Reporting
(15%) : collect and analyze performance metrics, reporting findings
to management, the quality team, and customers as needed.
Requirements: - Native proficiency in German and fluency in English
(written and spoken). - Strong IT knowledge, including Windows/MS
Office and internet configuration. - Proven sales experience and
business acumen. - Experience managing a sales team. - Excellent
communication skills and the ability to manage and implement
change. - Strong customer care expertise. - Familiarity with IT
platforms and applications. - EU member state passport of a valid
Spanish residence permit

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