Job Description:
We are seeking an experienced Call Center Operations Manager to oversee and optimize our customer service center in Cologne. This leadership role is responsible for managing a high-performing team, improving operational efficiency, and ensuring high customer satisfaction scores.
You will design and implement strategic call center processes, analyze performance data, manage staffing levels, and collaborate with cross-functional departments to improve service outcomes. The successful candidate will also play a critical role in managing quality assurance protocols and driving a culture of continuous improvement.
This is a results-driven position ideal for someone who thrives in a fast-paced environment and possesses strong communication and leadership skills.
Job Requirement:
Bachelor’s degree in Business, Communications, or related field
Minimum 5 years of experience in call center or operations management
Proven leadership and team development skills
Expertise in customer service software and call tracking tools
Strong analytical and reporting abilities
Ability to manage KPIs and SLAs
Excellent communication in English and German
