Supervisor, DKB

Teleperformance

. Lead and provide professional and disciplinary supervision for an existing team .

Posted 11/10/2026full-timeRemote • CroatiaJuniorWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates strong leadership and team management capabilities, with a focus on performance optimization and continuous improvement. Proficient in analyzing key performance indicators and effectively communicating in both German and English.

Highest-signal resume keywords

Team LeadershipPerformance Metrics AnalysisConflict ResolutionKPI DevelopmentBilingual Communication

ATS Keywords

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Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills

Performance MetricsTeam ManagementKPI AnalysisOperational ImprovementTime Tracking

Soft Skills

CoachingMotivatingDecision-MakingCommunicationConflict Resolution

Tools & Technologies

MS OfficeCRM SystemsTicketing Systems

Industry Keywords

Teleperformance PoliciesDKB Project ExperienceTeam ProductivityCustomer Interaction Management

About the role

Key responsibilities & impact

Lead and provide professional and disciplinary supervision for an existing team
Monitor team performance and take responsibility for team success
Drive continuous improvement to ensure targets are achieved
Coach and motivate employees to ensure quality and support professional development
Optimize internal work processes in collaboration with project stakeholders
Analyze key performance indicators on a daily, weekly, and monthly basis
Prepare and conduct daily pre-shift meetings, including KPI reviews and action planning
Prepare project-specific reports and analyses for the client
Support, assess, and develop the team to ensure continuous target achievement
Conduct contact monitoring followed by feedback, coaching, and, where necessary, training measures
Ensure service levels and maximize team productivity to achieve financial targets
Provide real-time support during difficult customer interactions and handle escalated cases professionally and solution-orientedly
Collaborate with the client contact to identify issues and develop KPI action plans
Comply with Teleperformance policies and report violations to management
Collaborate with WFM, QA, HR, Payroll, and other departments
Take responsibility for time tracking and attendance records
Exercise disciplinary responsibility for the assigned team

Requirements

What you’ll need

Have been employed by TP for at least six months
Experience in the DKB project is an advantage
Experience leading and motivating operational teams is an advantage, but not required
Excellent communication skills in German (minimum C1) and English (minimum B2), both written and spoken
Strong communication and conflict-resolution skills
Ability to prioritize tasks and make well-founded decisions under pressure
Confident use of performance metrics to manage and optimize team performance
Good knowledge of MS Office and relevant CRM and ticketing systems
Structured, efficient, and committed approach to work, with the ability to motivate a team
Up-to-date CV and cover letter required for the application

Benefits

Comp & perks

Full-time position
Remote work model