Supervisor – Stromprojekt Backoffice

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

📋 Description

• Professional and disciplinary leadership and support of an existing team

• Evaluate team performance and take responsibility for team success and continuous improvement

• Daily leadership and motivation of the team to achieve objectives

• Conduct coaching sessions and regular feedback discussions

• Foster internal communication and collaboration within the team as well as with other departments

• Implement internal and client-specific processes

• Quickly adapt to changes

• Manage employees on a daily basis

• Monitor, analyze, and manage performance metrics such as AHT, QA, productivity, adherence, and SLAs

• Handle escalations, sensitive customer cases, and operational risks, making informed decisions

• Support onboarding, nesting, and training activities during ramp-up phases

• Coach, develop, and motivate consultants to ensure consistent quality and compliance

⛳️ Requirements

• At least one year of experience working in back-office operations

• Experience with LAR is advantageous

• Proficient in managing escalations, sensitive customer cases, and operational risks

• Ability to make informed decisions immediately

• Experience in monitoring, analyzing, and managing performance metrics: AHT, QA, productivity, adherence, and SLAs

• Clear understanding of data confidentiality, process compliance, and requirements of regulated industries

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

• Confident verbal and written communication skills in German, minimum C1 level

• Competence in coaching, developing, and motivating consultants

🏝️ Benefits

• Opportunities for professional growth and advancement

• Supportive and collaborative work environment

• Comprehensive training and development programs