German-speaking Call Center Manager Barcelona

Job Title: German-speaking Call Center Manager – Barcelona

Location: Barcelona, Spain
Employment Type: Full-time
Work Model: Onsite or Hybrid

About the Role:

We are seeking a highly skilled German-speaking Call Center Manager to oversee the day-to-day operations of our customer service team in Barcelona. In this leadership role, you will be responsible for ensuring operational efficiency, managing a team of customer service agents, and driving excellent service for our German-speaking customers.

This is a great opportunity for an experienced leader who is passionate about delivering exceptional customer experiences while managing a high-performing team in a fast-paced, dynamic environment.

Key Responsibilities:

• Lead, motivate, and manage a team of German-speaking customer service agents

• Ensure smooth daily operations of the call center, meeting key performance indicators (KPIs) and service level agreements (SLAs)

• Provide coaching, feedback, and training to team members to enhance performance and customer satisfaction

• Oversee call center activities, ensuring adherence to company policies, quality standards, and regulatory requirements

• Handle escalated customer complaints and resolve complex service issues

• Analyze call center metrics and generate reports for senior management

• Develop strategies to improve team performance and operational efficiency

• Foster a positive, collaborative, and motivated work environment

• Collaborate with other departments (e.g. HR, Training, Operations) to optimize call center processes

What We’re Looking For:

• Fluency in German (C2 level) – both spoken and written

• Good command of English (B2 or higher) for communication with management and other departments

• Proven experience in a Call Center Manager or similar leadership role

• Strong understanding of call center metrics, KPIs, and operational processes

• Excellent communication, leadership, and problem-solving skills

• Ability to inspire, manage, and develop a diverse team in a fast-paced environment

• Experience with call center software, CRM tools, and reporting systems (e.g., Zendesk, Salesforce)

• A customer-focused approach with a passion for improving service delivery

• EU work permit or valid Spanish work authorization

What We Offer:

• Competitive salary + performance-based incentives

• Hybrid work model (after initial training period)

• Private health insurance

• Professional development and leadership training

• Career progression opportunities within a global company

• A dynamic, international team environment

• Modern office in the heart of Barcelona with excellent amenities

• Regular team-building activities and wellness initiatives

Working Hours:

• Full-time: 40 hours/week

• Monday to Friday (business hours, with occasional flexibility required)