Call Center Supervisor - EU

Your mission

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:

• Manage all call center partners across the European region, regularly reviewing performance and driving continuous service quality improvement based on clearly defined KPIs and SLAs.
• Develop and roll out training strategies for our service partners, ensuring consistent product knowledge, service quality, and customer experience standards across all markets.
• 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.
• Lead workforce planning and resource allocation strategies for our service partners, keeping pace with business growth, seasonal fluctuations, and operational forecasts.
• Monitor key operational metrics—CSAT, SLA compliance, QA scores—and turn data into actionable improvement opportunities through sharp analysis and structured performance reviews.
• 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

• Hold a Bachelor's degree or above.
• Possess English at C1 level or above (written and spoken) and Chinese at B2 level or above; additional European languages (German, French, Spanish, Italian, Dutch, etc.) are a welcome bonus.
• Have hands‑on experience in call center operations, ideally with a strong track record in vendor or partner management.
• Show top‑notch project and stakeholder management skills, comfortable juggling multiple priorities in a fast‑paced, international environment.
• Possess a sharp analytical mind, with real experience using operational data to spot trends, solve problems, and continuously raise the bar.
• Be self‑motivated, proactive, and adaptable—someone who thrives in outsourced teams.

Why us?

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.