Call Center Supervisor - EU

Sungrow Europe; Oberschleißheim; Vor Ort; EUR 60.000 - 80.000; Vollzeit

Zusammenfassung

Sungrow Europe is seeking a Call Center Supervisor to lead and optimize our EU partner network, ensuring high-quality customer experiences across continents. You will guide training, workforce planning, and workflow design while working closely with internal teams to align service with business objectives.

You will drive performance through data analysis, manage cross‑functional projects, and thrive in an international, fast‑paced environment.

Qualifikationen

• Bachelor's degree required.
• English C1+ and Chinese B2+ required; other European languages a bonus.
• Hands-on experience in call center operations, especially vendor/partner management.
• Strong project and stakeholder management skills; able to handle multiple priorities in an international setting.
• Self-motivated, proactive, adaptable; comfortable with outsourced teams.
• Sharp analytical mind using operational data to spot trends and drive improvements.

Aufgaben

• Manage all call center partners across Europe, review performance, and drive service quality improvements based on KPIs and SLAs.
• Develop and rollout training strategies for service partners to ensure consistent product knowledge and customer experience.
• Design and optimize end-to-end remote customer service workflows with cross-functional teams for system enhancements and process integration.
• Lead workforce planning and resource allocation for service partners to match growth, seasonality, and forecasts.
• Monitor CSAT, SLA compliance, and QA scores; translate data into actionable improvements through structured reviews.
• Collaborate with internal stakeholders across Customer Experience, Product, Operations, and Regional Business teams to align service operations with business goals.

Kenntnisse

Call center operations

Vendor management

Project management

Stakeholder management

Data analysis

English (C1)

Chinese (B2)

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.

About

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 their 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, and 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.
• English at C1 level or above (written and spoken) is a must; Chinese at B2 level or above is equally required; additional European languages (German, French, Spanish, Italian, Dutch, or others) are a welcome bonus.
• Bring hands‑on experience in call center operations, ideally with a strong track record in vendor or partner management.
• Have project and stakeholder management skills and be comfortable juggling multiple priorities in a fast‑paced, international environment.
• Be self‑motivated, proactive, and adaptable; thrive in outsourced teams.
• Have a sharp analytical mind with real experience using operational data to spot trends, solve problems, and continuously raise the bar.

Why us?

At Sungrow EMEA, customer experience is not just a department – it is a mindset that runs through everything we do. As 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 genuinely accelerating the global energy transition.

About Us

We are a green tech company with young creative minds. We are fighting every day to make our mission happen – Clean Power for All! With 870+ GW of clean power presently installed worldwide, we are on the road to success. Founded in 1997 by University Professor Cao Renxian, Sungrow is a leader in the research and development of solar inverters with the largest dedicated R&D team in the industry and a broad product portfolio offering PV inverter solutions and energy storage systems for utility‑scale, commercial & industrial, and residential applications, as well as internationally recognized floating PV plant solutions, NEV driving solutions, EV charging solutions and renewable hydrogen production systems.