If you have experience managing teams in Administrative or Contact Center roles, speak native/bilingual German, and are looking for stability in an international company — we want to meet you! What will you do? Team management, focusing on audit on agents' performance, 1:1 conversations and follow-ups. KPI analysis and reporting of results. Daily preparation of reports based on KPIs: daily, weekly, monthly, quarterly and annual. Creation and maintenance of internal work instructions and support materials. Selection of personnel, initial training for new hires and continuous training. Ensure compliance with operational standards, quality and GDPR. Maintenance and update of internal procedures of the Department. Coordination with different business areas to ensure alignment of processes/procedures. Agents support and resolution of doubts regarding procedures. Coordination with team leaders in Spain regarding work schedules, task monitoring and absentee control. Who we look for Bachelor Degree or provable previous experience in a similar role. At least 5 years in a Contact Center, with 2 years managing teams. Fluent level in German and English. Extensive knowledge of Microsoft Office Tools (Advanced Excel is a must). Previous experience with call management telephony platforms and CRMs. Availability to do Stand By shifts on rotation Saturdays and bank holidays. Strong teamwork commitment, highly oriented to targets and objectives, with a strong customer focus and dedication to client service projects. What we offer An attractive salary with a language bonus. Many opportunities to grow and develop professionally. Meal allowance. Health insurance. Psychological support for employees. Opportunity to work hybrid. Bonus based on performance. #J-18808-Ljbffr