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Indledning
Railways for the world of tomorrow.
Ansvarsområder

DB Dialog GmbH is part of Deutsche Bahn Group and provides customer service solutions with a strong focus on operational excellence, customer experience and people-centered service delivery. Our Belgrade office is currently expanding, and we are looking for a Team Lead who wants to actively shape this exciting growth phase. A key focus of the role will be strong people leadership and employee retention, ensuring that new team members feel supported and welcome from day one. For our Belgrade office in Serbia, we are seeking an experienced Team Lead / Supervisor Call Center (f/m/d) to lead daily operations, develop employees and support the successful growth of the location.


Responsibilities:

  • Lead and develop your team both disciplinarily and functionally, using effective leadership methods and clear performance expectations.
  • Monitor, analyze and steer team performance based on defined KPIs, quality standards and operational targets.
  • Conduct regular performance, feedback, development and health-related discussions to support individual growth and team stability.
  • Strengthen employee engagement and retention through consistent leadership, coaching and targeted people measures.
  • Implement company strategies and operational requirements within your team and act as the key interface between employees, management and international stakeholders.
  • Support recruitment, onboarding and workforce planning to ensure a stable and effective team setup.
  • Contribute to continuous improvement of processes, resource planning and operational efficiency.
Kvalifikationer
Qualifications:

  • German and English language skills at least B2 level.
  • Completed university degree or equivalent qualification gained through vocational training and 2 to 3 years of experienced professional experience as a team leader.
  • Proven leadership experience, ideally in a customer service or contact center environment and including remote team management.
  • Strong business and operational understanding with confidence in working with KPIs, performance data and operational steering.
  • Experience in employee engagement, retention and people development measures.
  • Strong communication, feedback, conflict resolution and stakeholder management skills combined with empathy and assertiveness.
  • Structured, self-reliant and results-oriented working style with a high level of initiative and ownership.
  • Intercultural sensitivity, familiarity with Serbian administrative business standards and willingness for occasional visits to Germany.


Benefits: We offer you attractive working conditions and a competitive compensation package based on country conditions including a market-standard salary, the possibility to work 100% remote and a private health insurance (as a benefit of the employer).

Benefits

Attractive employment conditions​
We offer you attractive working conditions and a competitive compensation package based on country conditions.​
Intercultural teams​
With more than 5,000 employees from over 80 countries across all engineering disciplines worldwide, we are shaping railways for the world of tomorrow. A strong team spirit, intercultural mindset and engagement are essential parts of our success.
Ansøg
Ansvarsfraskrivelse
In case you match the profile and are interested in a complex task within the transport sector, we are looking forward to receiving your application.

Please state your earliest possible availability as well as your salary expectations.

Please note that your application will be saved and used in electronic form as a part of the application process for this position.

Thank you for considering DB Engineering & Consulting as prospective employer!