Supervisor, DKB

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🔥 2 hours ago

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Teleperformance

WebsiteLinkedInAll Job Openings

10,000+ employees

Founded 1978

🤝 B2B

🎯 Recruiter

B2B • Business Services • Recruitment

Teleperformance is a global leader in customer experience management and digital integrated business services. They operate in various locations, including Spain, where they offer job opportunities in cities like Barcelona, Madrid, and Seville. The company is renowned for providing excellent career growth opportunities and has job categories that include Customer Service, Business Development, Marketing, Sales, Human Resources, and more. Teleperformance is committed to employee experience and cultural diversity, with vacancies for multilingual professionals, reflecting its global presence and multicultural team environment. They emphasize using technology and data privacy in delivering their services, ensuring tailored and effective business solutions for their clients.

📋 Description

• As a Supervisor (m/f/d) you will lead and manage an existing team both professionally and disciplinarily. • You will monitor team performance, be responsible for team success, and drive continuous improvement to ensure targets are met. • You will motivate, develop and support your employees on a daily basis.

🎯 Requirements

• Employed at Teleperformance for at least 6 months • Experience with the DKB project is an advantage • Experience in leading and motivating operational teams (not mandatory) • Confident communication skills in German (min. C1) and English (min. B2), both written and spoken • Strong communication and conflict-resolution skills • Ability to prioritize tasks and make sound decisions under pressure • Proficient use of performance metrics to manage and optimize team performance • Good knowledge of MS Office and relevant CRM and ticketing systems • Structured, efficient and committed working style with the ability to motivate a team

🏖️ Benefits

• Coaching and motivating staff to ensure quality and professional development • Optimizing internal workflows in collaboration with project stakeholders • Analyzing KPIs on a daily, weekly and monthly basis • Preparing and conducting daily pre-shift meetings including KPI review and action planning • Preparing project-specific reports for the client • Supporting, motivating, evaluating and developing the team to ensure continuous achievement of targets • Conducting regular contact monitoring with subsequent feedback, coaching and, if necessary, training measures • Ensuring service levels and maximizing team productivity to achieve financial objectives • Providing real-time support for difficult customer contacts and handling escalated cases professionally and solution-oriented • Working with the client contact to identify issues and develop action plans for KPIs • Complying with all Teleperformance policies (e.g., security, HR, operations); reporting violations to management • Interacting with other departments such as WFM, QA, HR, payroll, etc. • Responsible for time tracking and attendance records • Disciplinary leadership of your own team