Contact Center Supervisor - German Speaker

Gi Group (United Kingdom); Lisboa; Hybrid; EUR 13,000 - 15,000; Full time

Benefits offered by this job

Meal allowance card

Hybrid work model

Annual bonus

Wellbeing initiatives

Training and career progression

Job summary

Gi Group is seeking a German-speaking Consumer Engagement Services Supervisor to join a multicultural team in Portugal. The role reports to the Consumer Engagement Services Operations Lead and focuses on planning and executing operations for the assigned market, with emphasis on quality, stakeholder relationships, and consumer engagement experience.

You will lead a team with a focus on people development, performance, and retention, while collaborating with Brands to review KPI results and

Qualifications

• Native or near-native German and fluent English (eliminatory).
• Experience in team supervision – Contact Center.
• Experience in leading, coaching, and developing teams, including in remote environments.
• Experience in a BPO, Consumer Engagement, or customer service environment.
• Knowledge of consumer handling, CRM systems, help desk software, and social media/community management.
• Strong problem-solving, analytical, and communication skills.
• Results-driven mindset and ability to work under pressure.

Responsibilities

• Manage the team by monitoring daily workloads and adjusting coverage as needed.
• Ensure service delivery follows the guidelines for Social Media Services lines.
• Guide, coach, and train team members to stay aligned with objectives and the Operational Master Plan.
• Monitor employee performance, quality, and productivity against SLAs and KPIs.
• Support onboarding processes and proper documentation.
• Collaborate with internal stakeholders and Brands to review KPI results and define action plans.
• Drive continuous improvement initiatives and support transition activities.

Skills

German language

English fluency

Team supervision

Coaching & development

Remote leadership

Customer service experience

Tools

CRM systems

Help desk software

Social media management

Job description

We are looking for a German-speaker Consumer Engagement Services Supervisor to join a multicultural team in Portugal.

In this role, you will report to the Consumer Engagement Services Operations Lead and will be responsible for planning and executing operations for the assigned market, ensuring quality standards, strong stakeholder relationships, and an excellent consumer engagement experience. You will also lead the team with a strong focus on people development, performance, and retention.

What you will do:

• Manage the team by monitoring daily workloads and adjusting coverage as needed
• Ensure service delivery follows the guidelines for Social Media Services lines
• Guide, coach, and train team members to stay aligned with objectives and the Operational Master Plan
• Monitor employee performance, quality, and productivity against SLAs and KPIs
• Support onboarding processes and proper documentation
• Collaborate with internal stakeholders and Brands to review KPI results and define action plans
• Drive continuous improvement initiatives and support transition activities

What we are looking for:

• Native or near-native German and fluent English (eliminatory)
• Experience in team supervision – Contact Center
• Experience in leading, coaching, and developing teams, including in remote environments
• Experience in a BPO, Consumer Engagement, or customer service environment
• Knowledge of consumer handling, CRM systems, help desk software, and social media/community management
• Strong problem-solving, analytical, and communication skills
• Results-driven mindset and ability to work under pressure

What we offer:

• Under Directive (EU) 2023/970, the starting base salary for this position ranges from 1270€ gross per month
• Competitive salary and annual bonus according to performance
• Meal allowance card and flex benefits
• Other employee benefits and wellbeing initiatives
• Hybrid work model – Lisbon or Braga
• A culturally diverse and international environment
• Training, e-learning, and career progression opportunities

If you are eager to learn, digitally savvy, and ready to make an impact in a fast-paced environment, this could be the right opportunity for you.

Os candidatos interessados, em cumprimento do definido no Regulamento (UE) 2016/679 (RGPD), são convidados a ler a política de privacidade em pt.gigroup.com > Política de Privacidade Candidatos

A Gi Group reconhece e respeita a diversidade das pessoas e acredita que proporcionar igualdade de oportunidades, através de processos justos com base na meritocracia e competência profissional, valorizar a diversidade de semelhanças e diferenças que criam a singularidade de cada pessoa e promover uma cultura de inclusão eliminando fatores que desencorajam ou dificultam o acesso, a permanência e o crescimento no mundo do trabalho é fundamental para o seu sucesso. Conheça as nossas Políticas Globais de Alto Nível em gigrouholding.com/portugal > Compromisso Social” GI Group cumpre, deste modo, o normativo legal constante da Lei 4/2019, de 10 de Janeiro.

A Gi Group promove a igualdade de oportunidades, diversidade, inclusão e transparência remuneratória, assegurando processos de recrutamento e seleção não discriminatórios, em conformidade com a legislação nacional aplicável e com os princípios da Diretiva UE sobre Transparência Salarial