GERMAN Contact Centre Supervisor Vacancies

A vacancy exists for a German Speaking Contact Center Supervisor at our client’s office in Houghton Estate.

About the Job

Our client is a dynamic platform connecting individuals and businesses through classified advertisements, focusing on user-friendly design and efficient communication. They prioritize safe and reliable interactions by adhering to robust community guidelines and country-specific regulations. The company fosters a culture of innovation, collaboration, and inclusivity, encouraging open communication and creative thinking. They provide a supportive environment where employees can grow both personally and professionally while shaping the future of online classifieds.

The Supervisor will manage the daily output and performance of Contact Center Universal Agents. Key responsibilities include reviewing user-generated content, monitoring ticket queues, assigning tasks, and providing coaching to ensure efficient, empathetic, and policy-aligned customer service. This role requires attention to detail, strong organizational skills, the ability to interpret nuanced content, and a talent for mentoring others. The Supervisor will ensure shift coverage and act as the first point of escalation for complex cases, requiring a strong sense of responsibility, sound judgment, and a proactive approach to leadership.

Key Responsibilities

• Lead teams by managing queue distribution, coverage, and task assignments to ensure timely, accurate, and effective service.
• Provide real-time coaching, feedback, and support in decision-making to ensure consistent policy-aligned decisions.
• Serve as the first point of contact for complex or sensitive issues and escalate when necessary.
• Monitor moderation and team productivity trends, identifying potential abuse patterns, product loopholes, or process improvements.
• Oversee shift scheduling, queue management, and support Team Leads in implementing workflows and updates.
• Coordinate with Quality Assurance to address knowledge gaps and maintain quality standards.

Skills & Qualifications

About You:

• Strong decision-making skills
• Empathy and professional understanding of customer frustrations and concerns
• Clear communication, especially when providing feedback
• Conflict resolution and emotional intelligence in customer-facing situations
• Ability to motivate, support, and guide team members in fast-paced environments
• Experience with KPI-driven environments and SLA targets
• Adaptability to unique situations and efficient multitasking
• Problem-solving skills and organizational abilities for managing live operations

Technical Skills:

• Experience with social media or content moderation platforms (preferred)
• Proficiency with CRM systems for tracking and logging communications
• Understanding of Service Level Agreement metrics, tagging systems, and triage workflows
• Proficiency in internal knowledge bases, documentation platforms, and help desk dashboards
• Understanding of policy enforcement, moderation workflows, and service metrics
• Ability to interpret performance data and QA feedback
• Quick learning of company-specific applications and systems
• Familiarity with data security protocols for sensitive customer information
• Strong typing speed and accuracy for real-time communication

Education and Experience Requirements

• Minimum 2 years of Supervisor experience in customer service, call centers, or related fields (preferred)
• Completion of secondary education (e.g., high school diploma or equivalent) is preferred
• Additional college coursework or certifications in customer service or communication are a plus

German Language Proficiency: C1-C2 level required.

Desired Skills

• Call center
• Contact center
• German
• Supervisor