Supervisor

This is a fully remote position, open to applicants in Bosnia and Herzegovina.

📋 Description

• Provide both functional and disciplinary leadership while supporting an existing team.

• Oversee team performance and take accountability for team success and ongoing improvement.

• Inspire, train, and manage employees on a daily basis.

• Lead and encourage the team each day to reach established objectives.

• Conduct coaching sessions along with regular feedback discussions.

• Foster internal communication and collaboration within the team and across other departments.

• Implement both internal and client-specific processes.

• Quickly adapt to changes as they arise.

• Manage escalations, sensitive customer cases, and operational risks while making well-informed decisions.

• Mentor, develop, and motivate advisors to ensure consistent quality and compliance.

⛳️ Requirements

• Required professional experience.

• Ability to monitor, analyze, and manage performance metrics such as AHT, QA, productivity, adherence, and SLAs.

• Capable of confidently addressing escalations, sensitive customer cases, and operational risks.

• Knowledge of data confidentiality, process compliance, and the requirements of regulated industries.

• Flexibility to support onboarding, nesting, and training activities during ramp-up phases.

• Excellent verbal and written communication skills in German (minimum C1) and English (minimum B2).

• Proven capability to coach, develop, and motivate advisors.

• Cover letter and CV in German, combined into a single PDF document.

• Apply via the internal careers portal by August 11, 2026.

🏝️ Benefits

• Remote work model (work from home).

• Full-time employment.