Supervisor – Electricity Project
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Job Description
Supervisor leading and developing German-speaking teams for a remote electricity project in Sarajevo, Bosnia and Herzegovina. Monitoring KPIs, coaching employees, and ensuring quality, compliance, and target achievement.
Responsibilities:
- Provide professional and disciplinary leadership and support to an established team
- Assess team performance and take responsibility for team success and continuous improvement
- Motivate, train, and manage employees on a daily basis
- Lead and motivate the team daily to achieve set targets
- Provide coaching and conduct regular feedback discussions
- Promote internal communication and collaboration within the team and with other departments
- Implement internal and client-specific processes
- Respond quickly to changes
- Support onboarding, nesting, and training activities during ramp-up phases
Requirements:
- Professional experience required
- Confidently manage escalations, sensitive customer cases, and operational risks
- Ability to make well-informed 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 verbal and written communication skills in German when interacting with customers, colleagues, and employees (minimum C1 level)
- Skilled in coaching, developing, and motivating agents to ensure consistent quality and compliance
- Up-to-date CV and cover letter required for the application
Benefits:
- Full-time position
- Remote work
- Coaching, training, and professional development opportunities as part of the role
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