Supervisor – Electricity Project Back Office
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Job Description
Supervisor leading and developing a German-speaking back-office team for an electricity project. Monitoring KPIs, coaching advisors, and ensuring compliance and target achievement remotely from Sarajevo.
Responsibilities:
- Provide professional and disciplinary leadership and support to an established team
- Review team performance and take responsibility for team success
- Drive continuous improvement to ensure targets are met
- Motivate, train, and manage employees on a daily basis
- Lead the team each day to achieve set targets
- Conduct coaching sessions and regular feedback meetings
- Promote internal communication and collaboration within the team and with other departments
- Implement internal and client-specific processes
- Adapt quickly to changes
- Support onboarding, nesting, and training activities during ramp-up phases
Requirements:
- At least one year of experience working in a back-office environment is an advantage
- Experience with LAR is an advantage
- Confidently manage escalations, sensitive customer cases, and operational risks; able to make well-founded decisions promptly
- Ability to monitor, analyze, and manage performance metrics (AHT, QA, productivity, adherence, SLAs)
- Clear understanding of data confidentiality, process compliance, and the requirements of regulated industries
- Flexibility to support onboarding, nesting, and training activities during ramp-up phases
- Excellent German communication skills (at least C1 level)
- Expertise in coaching, developing, and motivating advisors
- Current CV and cover letter required for application
Benefits:
- Full-time position
- Remote work
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