German-Speaking Contact Center Supervisor - Hybrid

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

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