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Job Title: German-speaking Call Center Manager – Barcelona
Location: Barcelona, Spain
Employment Type: Full-time
Work Model: Onsite or Hybrid
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
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
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
Full-time: 40 hours/week
Monday to Friday (business hours, with occasional flexibility required)
