Vedoucí call centra - EU

Job Description

Hello! We are Sungrow EMEA, and we are on the lookout for a passionate, driven, and experienced Call Center Supervisor to join our Customer Experience team and make a real difference across Europe.

We're thrilled to introduce a key role that sits at the very heart of how our customers experience Sungrow every single day - the Call Center Supervisor - EU. Curious what this is all about? Let's dive right in:

• You will manage all call center partners across the European region, regularly reviewing their performance and driving continuous service quality improvement based on clearly defined KPIs and SLAs.
• You will develop and roll out training strategies for our service partners, ensuring consistent product knowledge, service quality, and customer experience standards across all markets.
• You will design and optimize end-to-end remote customer service workflows, working hand-in-hand with cross-functional teams to push forward system enhancements and process integration.
• You will lead workforce planning and resource allocation strategies for our service partners, keeping pace with business growth, seasonal fluctuations, and operational forecasts.
• You will monitor key operational metrics - think CSAT, SLA compliance, and QA scores - and turn data into actionable improvement opportunities through sharp analysis and structured performance reviews.
• You will collaborate closely with internal stakeholders across Customer Experience, Product, Operations, and Regional Business teams, making sure our customer support operations stay fully aligned with our wider business objectives.

Your profile

Alright, alright - that sounded pretty exciting, didn't it? Now, to truly thrive in this role and grow with us for the long haul, your ideal background should look a lot like this:

• You hold a Bachelor's degree or above, giving you a solid foundation to tackle the complexity and scale of this role.
• Your language skills are sharp: English at C1 level or above (written and spoken) is a must, and Chinese at B2 level or above is equally required. Any additional European language - German, French, Spanish, Italian, Dutch, or others - will be a very welcome bonus.
• You bring hands-on experience in call center operations, ideally with a strong track record in vendor or partner management - you know how to get the best out of outsourced teams.
• Your project and stakeholder management skills are top-notch, and you're comfortable juggling multiple priorities in a fast-paced, international environment without missing a beat.
• You have a sharp analytical mind, with real experience using operational data to spot trends, solve problems, and continuously raise the bar.
• You are self-motivated, proactive, and adaptable - someone who thrives in a dynamic environment.

Our offer

At Sungrow EMEA, customer experience is not just a department - it is a mindset that runs through everything we do. As our Call Center Supervisor - EU, you will be at the center of shaping how customers across an entire continent experience our brand, our technology, and our people.

You will lead a diverse network of service partners across Europe, with the real power to influence strategy, drive digital transformation, and implement scalable solutions that make a lasting impact. Your ideas will be heard, your expertise will be valued, and your professional growth will be actively supported.

You will work within a dynamic, international, and innovation-driven team - collaborating daily with colleagues across Service, Digitalization, Product, and Regional Operations - in a company that is genuinely accelerating the global energy transition. That is not just a tagline here. It is what gets us out of bed every morning.