Supervisor
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Job Description
Supervisor führt und entwickelt ein Remote-Kundenservice-Team in Sarajevo. Steuerung von KPIs, Coaching, Eskalationsmanagement sowie Sicherstellung von Qualität und Compliance.
Responsibilities:
- Provide functional and disciplinary leadership and support to an existing team
- Monitor 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 each day to achieve established targets
- Conduct coaching sessions and regular feedback discussions
- Promote internal communication and collaboration within the team and with other departments
- Implement internal and client-specific processes
- Adapt quickly to changes
- Handle escalations, sensitive customer cases, and operational risks, making well-informed decisions
- Coach, develop, and motivate advisors to ensure consistent quality and compliance
Requirements:
- Professional experience required
- Ability to monitor, analyze, and manage performance metrics (AHT, QA, productivity, adherence, SLAs)
- Confidently handle escalations, sensitive customer cases, and operational risks
- 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 (minimum C1) and English (minimum B2)
- Proven ability 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
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