Job description
Workster is partnering with a global leader in tech-enabled services, supporting some of the world’s most innovative brands. We are now looking for a German-speaking Site Lead to join their operations team in Valencia. This is a fantastic opportunity for someone with strong leadership skills and a solid background in performance management, ready to take the next step in their career.
As a Site Lead, you will be responsible for the strategic and operational leadership of a regional team. Your role will involve driving performance, improving operational processes, and fostering a culture of excellence and collaboration.
Key responsibilities:
- Act as the overall lead for assigned regions or markets
- Manage top-level performance and recruitment escalations
- Coordinate cross-functional support issues (Facilities, IT, Telephony)
- Validate staffing, recruitment, and bonus structures for your region
- Propose retention strategies (e.g. short-term incentives, gamification)
- Lead, coach, and support SPVs, CELs, and front-line agents
- Monitor team performance and deliver coaching to improve outcomes
- Address underperformance and implement action plans where necessary
- Ensure delivery meets all contract KPIs and service level expectations
- Handle escalated customer cases and provide expert support when needed
- Manage team scheduling, attendance, and compliance with HR policies
- Deliver shift-wide productivity and quality initiatives
- Your Profile
- We’re looking for a confident and motivated leader who thrives in dynamic environments and knows how to bring out the best in their teams.
Requirements:
- Native or proficient German speaker and fluent in English
- Minimum 3 years of outbound sales/pipeline experience, including 1 year in a team lead/managerial role
- Strong communication and stakeholder management skills
- Proven ability to coach and lead teams toward achieving KPIs
- Comfortable in fast-paced, target-driven environments
- Strong organizational skills and ability to manage multiple priorities
- Problem-solver with a hands-on and proactive mindset
What’s in It for You
- Full-time, 39h/week contract:
Monday–Thursday 09:00–18:00, Friday 09:00–17:00 - Great office location in Valencia
- Paid training and onboarding
- Career development programs and access to specialized courses
- Dynamic and inclusive team culture