Call Center Supervisor - EU

Sungrow Europe - Welcome traveler!; Oberschleißheim; Vor Ort; EUR 60.000 - 90.000; Vollzeit

Zusammenfassung

Sungrow Europe is seeking a Call Center Supervisor to lead our EU Customer Experience partners and drive service excellence across markets.

You will manage performance against KPIs, develop training, optimize remote workflows, and plan workforce while collaborating with Product, Operations, and regional teams to align support with Sungrow’s energy transition goals.

Qualifikationen

• Hold a Bachelor's degree or above.
• English at C1 level or above and Chinese at B2 level or above; other European languages are a bonus.
• Hands-on experience in call center operations, with vendor/partner management.
• Strong project and stakeholder management, juggling multiple priorities in a fast-paced international environment.
• Sharp analytical mind with experience using data to spot trends and drive improvements.
• Self-motivated, proactive, and adaptable—thriving in outsourced teams.

Aufgaben

• Manage all call center partners across Europe, reviewing performance against KPIs and SLAs.
• Develop and roll out training strategies for service partners to ensure knowledge and quality.
• Design and optimize end-to-end remote customer service workflows with cross-functional teams.
• Lead workforce planning and resource allocation for service partners to match growth and seasonality.
• Monitor CSAT, SLA compliance, QA scores and turn data into actionable improvement opportunities.
• Collaborate with internal stakeholders to align customer support with Sungrow's broader objectives.

Kenntnisse

Call center operations

Vendor management

Stakeholder management

Project management

Data analysis

Ausbildung

Bachelor's degree

Jobbeschreibung

Your mission

Hello! We are Sungrow EMEA, and we are on the lookout for a passionate, driven, and experienced Call Center Supervisor to join our Customer Experience team and make a real difference across Europe.

We're thrilled to introduce a key role that sits at the very heart of how our customers experience Sungrow every single day - the Call Center Supervisor - EU. Curious what this is all about? Let's dive right in:

• Manage all call center partners across the European region, regularly reviewing performance and driving continuous service quality improvement based on clearly defined KPIs and SLAs.
• Develop and roll out training strategies for our service partners, ensuring consistent product knowledge, service quality, and customer experience standards across all markets.
• Design and optimize end-to-end remote customer service workflows, working hand-in-hand with cross-functional teams to push forward system enhancements and process integration.
• Lead workforce planning and resource allocation strategies for our service partners, keeping pace with business growth, seasonal fluctuations, and operational forecasts.
• Monitor key operational metrics—CSAT, SLA compliance, QA scores—and turn data into actionable improvement opportunities through sharp analysis and structured performance reviews.
• Collaborate closely with internal stakeholders across Customer Experience, Product, Operations, and Regional Business teams, making sure our customer support operations stay fully aligned with our wider business objectives.

Your profile

• Hold a Bachelor's degree or above.
• Possess English at C1 level or above (written and spoken) and Chinese at B2 level or above; additional European languages (German, French, Spanish, Italian, Dutch, etc.) are a welcome bonus.
• Have hands‑on experience in call center operations, ideally with a strong track record in vendor or partner management.
• Show top‑notch project and stakeholder management skills, comfortable juggling multiple priorities in a fast‑paced, international environment.
• Possess a sharp analytical mind, with real experience using operational data to spot trends, solve problems, and continuously raise the bar.
• Be self‑motivated, proactive, and adaptable—someone who thrives in outsourced teams.

Why us?

At Sungrow EMEA, customer experience is not just a department - it is a mindset that runs through everything we do. As our Call Center Supervisor - EU, you will be at the center of shaping how customers across an entire continent experience our brand, our technology, and our people.

You will lead a diverse network of service partners across Europe, with the real power to influence strategy, drive digital transformation, and implement scalable solutions that make a lasting impact. Your ideas will be heard, your expertise will be valued, and your professional growth will be actively supported.

You will work within a dynamic, international, and innovation‑driven team – collaborating daily with colleagues across Service, Digitalization, Product, and Regional Operations – in a company that is genuinely accelerating the global energy transition. That is not just a tagline here. It is what gets us out of bed every morning.