German-speaking Call Center Manager Barcelona

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German-speaking Call Center Manager Barcelona, Barcelona

Client:

CBT

Location:

Barcelona, Spain

Job Category:

Other

EU work permit required:

Yes

Job Views:

3

Posted:

25.04.2025

Expiry Date:

09.06.2025

Job Description:

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:

1. Lead, motivate, and manage a team of German-speaking customer service agents
2. Ensure smooth daily operations of the call center, meeting key performance indicators (KPIs) and service level agreements (SLAs)
3. Provide coaching, feedback, and training to team members to enhance performance and customer satisfaction
4. Oversee call center activities, ensuring adherence to company policies, quality standards, and regulatory requirements
5. Handle escalated customer complaints and resolve complex service issues
6. Analyze call center metrics and generate reports for senior management
7. Develop strategies to improve team performance and operational efficiency
8. Foster a positive, collaborative, and motivated work environment
9. Collaborate with other departments (e.g. HR, Training, Operations) to optimize call center processes

What We’re Looking For:

1. Fluency in German (C2 level) – both spoken and written
2. Good command of English (B2 or higher) for communication with management and other departments
3. Proven experience in a Call Center Manager or similar leadership role
4. Strong understanding of call center metrics, KPIs, and operational processes
5. Excellent communication, leadership, and problem-solving skills
6. Ability to inspire, manage, and develop a diverse team in a fast-paced environment
7. Experience with call center software, CRM tools, and reporting systems (e.g., Zendesk, Salesforce)
8. A customer-focused approach with a passion for improving service delivery
9. EU work permit or valid Spanish work authorization

What We Offer:

1. Competitive salary + performance-based incentives
2. Private health insurance
3. Professional development and leadership training
4. Career progression opportunities within a global company
5. A dynamic, international team environment
6. Modern office in the heart of Barcelona with excellent amenities
7. Regular team-building activities and wellness initiatives

Working Hours:

Full-time: 40 hours/week
Monday to Friday (business hours, with occasional flexibility required)