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Customer Service Operations Manager (German)

Our partner is a multinational information technology services and consulting company, that is looking for a Customer Service Operations Manager for the German market.

Main responsibilities:
  • Train, coach and mentor Associate Managers and Team Leads, including career development. 
  • Establish operations objectives and work plans, delegate assignments to subordinate Team Leads
  • Manage and drive performance from the Team Leaders and Associates in meeting SLAs and KPIs 
  • Drive program performance – SLAs, KPIs adherence and improvement/s 
  • Prepare and drive regular weekly, monthly and quarterly reviews with customers and all stakeholders.
  • Balance the needs of key stakeholders and ensure the teams they are involved with are aware of the combined end goals. 
  • Provide excellent customer service and determine the needs of the client, building a strong customer relationship. 
  • Increase the effectiveness and efficiency of Support Services through improvements of the communications  between functions. 
  • Drive initiatives and process improvements in the management team and organizationally.
  • Participate in development and presentation of proposals for business development. 
  • Participate in compliance and security audits to ensure operational teams are aligned to project requirements. 
  • Awareness on quality principles/frameworks as need to oversee and drive regular audits with support from operations and quality teams. ·  
  • Contribute to short and long-term organizational planning and strategy as a member of the management team. 
  • Actively contribute to customer reviews, planning team for BAU forecasting, peak/seasonal preparedness and sales team for cross sell/upsell demands. 

Required skills:
  • At least 5 year(s) of working experience in managing voice customer care projects (Retail domain experience)
  • At least 1-2 years working as a Team Leader or Associate Manager in customer care
  • Excellent written and spoken communication in German (high B2/C1) and English (B2)
  • Flexible and can work independently under pressure · 
  • Strong leadership skills to drive teams performance. 
  • Attention to details, strong data analytical skills
  • Drive team motivation and employee engagement activities 

What our partner can offer to you:
  • Promoting opportunity
  • Competitive salary and cafeteria
  • Mayfair Health insurance