Site Lead (German-Speaking) - Valencia

About the role

Workster is partnering with a global leader in tech-enabled services and is looking for a German-speaking Site Lead to join its operations team in Valencia. The Site Lead provides strategic and operational leadership of a regional team, driving performance, improving processes and building a culture of excellence and collaboration.

Key responsibilities

• Act as 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 the region
• Propose retention strategies such as short-term incentives and gamification
• Lead, coach and support SPVs, CELs and front-line agents, monitor performance and coach them
• Address underperformance and implement action plans
• Ensure delivery meets contract KPIs and service level expectations
• Handle escalated customer cases and provide expert support
• Manage team scheduling, attendance and HR policy compliance
• Deliver shift-wide productivity and quality initiatives

Required profile

• Native or proficient German speaker and fluent in English
• Minimum 3 years of outbound sales/pipeline experience, including 1 year in a team lead or managerial role
• Confident, motivated leader comfortable in fast-paced, target-driven environments

Required skills

• Strong communication and stakeholder management skills
• Proven ability to coach teams toward KPI achievement
• Strong organisational skills and ability to manage multiple priorities
• Hands-on, proactive problem-solving approach

What we offer

• Full-time 39-hour week: Monday to 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 specialised courses
• Dynamic and inclusive team culture