Supervisor, DKB

This is a fully remote position, open to applicants in Croatia.

📋 Description

• Lead and provide professional and disciplinary oversight for an established team.

• Monitor team performance and take ownership of team success.

• Drive ongoing improvements to ensure targets are met.

• Coach and inspire employees to maintain quality and support their professional growth.

• Optimize internal processes in partnership with project stakeholders.

• Analyze key performance indicators on a daily, weekly, and monthly basis.

• Prepare and conduct daily pre-shift meetings, including KPI reviews and planning actions.

• Create project-specific reports and analyses for the client.

• Support, assess, and develop the team to ensure ongoing target achievement.

• Conduct monitoring of contacts followed by feedback, coaching, and, when necessary, training initiatives.

• Ensure service levels and maximize team productivity to meet financial objectives.

• Provide real-time support during challenging customer interactions and handle escalated cases professionally and with a solution-oriented approach.

• Collaborate with the client contact to identify issues and develop KPI action plans.

• Adhere to Teleperformance policies and report any violations to management.

• Work together with WFM, QA, HR, Payroll, and other departments.

• Take charge of time tracking and attendance records.

• Exercise disciplinary responsibility for the designated team.

⛳️ Requirements

• Must have been employed by TP for a minimum of six months.

• Experience in the DKB project is a plus.

• Experience in leading and motivating operational teams is an advantage, but not mandatory.

• Excellent communication skills in German (minimum C1) and English (minimum B2), both written and spoken.

• Strong communication and conflict-resolution abilities.

• Capability to prioritize tasks and make informed decisions under pressure.

• Confident use of performance metrics to manage and enhance team performance.

• Proficient knowledge of MS Office and relevant CRM and ticketing systems.

• A structured, efficient, and dedicated approach to work, with the ability to motivate a team.

• Up-to-date CV and cover letter are required for the application.

🏝️ Benefits

• Full-time position.

• Remote work model.