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