Senior Contact Center Manager - German Speaking

Job Description

PRINCIPLE DUTIES

We are seeking an experienced and results-driven Senior Contact Center Manager to lead the establishment, optimization, and scaling of our call center operations. The ideal candidate will have a proven track record of building live chat and call center operations from scratch, preferably within the telecommunications industry. This role demands a strong focus on improving customer service delivery, driving operational efficiency, and achieving key performance indicators (KPIs)

RESPONSIBILITIES

1. Project management

• Establish and manage call center operations from scratch, including defining and implementing KPIs such as interaction quality, volume forecasting, intraday resource management, inbound sales, employee incentives, and performance tracking
• Make sure all KPIs are implemented successfully, by:
  • Develop and execute detailed project plans encompassing resource allocation, testing, and training to meet organizational objectives
  • Collaborate with stakeholders for project testing, UAT, and integration
  • Lead meetings and training sessions to align project deliverables with customer requirements and expectations
  • Work closely with the Service Management team and Project Trainer to ensure best practices and guidance for live chat and agent operations
  • Monitor project progress, troubleshoot challenges, and implement necessary adjustments to meet goals
  • Build and maintain strong customer relationships, ensuring customer satisfaction and retention

2. General management

• Provide accurate and timely updates to relevant departments
• Oversee account portfolios (quality, TAT, productivity) to ensure targets are met through rigorous supervision
• Partner with Operations Management for effective resource planning and allocation
• Identify and implement continuous improvement initiatives to optimize processes and reduce costs
• Ensure all deliverables are met in alignment with organizational objectives and client needs

3. Leadership and Support

• Supervise the Service Management team, offering guidance and support during project implementation
• Escalate issues beyond authority or with potential project risks to higher management
• Ensure the successful completion of additional tasks assigned by the Director of Operations

Job Requirement

*** Education:

- University degree or equivalent training, experience.

- Fluency in German (C1 level required)

- English proficiency is an advantage

*** Technical skills and experience:

- Extensive experience with live chat and call center operations, telecommunications industry experience preferred

- In-depth knowledge of call center KPIs, knowledge base creation, and management

- Proven expertise with Genesys or similar contact platforms and chat functionalities

- Knowledge of IT is a plus

- MS Office (Word, Excel, PowerPoint)

*** Soft-skills:

- Customer service industry experience: call center/helpdesk, telecommunication, tourism, hotel reception staff, restaurant service, other direct customer service experience, heavy emphasis on tourists/foreigners

- Customer-centric mindset with excellent upselling abilities

- Leadership and supervisory abilities with a collaborative mindset

- Skilled in negotiation, problem-solving, and conflict resolution

- Strong interpersonal and communication skills

- Analytical, planning, and presentation skills

- Teamwork and adaptability

*** Attribute:

- Ability to multitask effectively in a fast-paced environment

- Innovative and creative thinker

- Reliable and accountable with strong attention to detail

- Resilient under pressure