Call Center Manager (m/f/d)
Düsseldorf, Germany4w ago
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Key details
- Location
- Düsseldorf, Germany
- Work style
- Onsite
- Level
- Senior
- Job type
- Full-time
- Experience
- 5–8 yrs
- Function
- Customer success & Support
- Focus area
- other
- Posted
- 4w ago
Skills
capacity planningcontract negotiationcustomer serviceservice cloudvendor management
About the role
Your Responsibilities
Call Center Operations- Daily operations management of multi-lingual call centers (German / French / Italian / Nordic / English)
- Capacity planning and scheduling for 1.5M+ annual customer interactions
- Performance monitoring of BPO vendor;
- Vendor onboarding assessment, contract negotiation, offboarding mechanism
- Monthly QBR and annual business review
- Cost per Contact optimization (YoY -10%)
- AHT reduction, FCR improvement
- Automation rollout (IVR, AI customer service)
- Service level monitoring and reporting (80/20 standard)
- Exception handling and escalation
- Horizontal coordination with Service Quality, Training, Analytics
- Global alignment with HQ Service strategy
Your profile
- Master's or Bachelor's degree in Business, Operations Management, or related
- 5-8 years in call center operations, with 3+ years managing BPO vendors
- Multi-cultural team management
- Salesforce Service Cloud literacy
- Fluent English; German / French / Italian a plus
What we offer
- The possibility to work independently in an experienced, vibrant and highly motivated team
- To grow with us in a dynamic and fast-growing environment
- The chance to develop and implement your own ideas
- Attractive salary package
- Direct insurance / saving plan
- Job ticket or free parking place
- Gym support
- Employee discount on all ECOVACS products
- Fresh fruit, coffee, water and more