Renowned international service provider in Essen

Our client is one of the leading companies for professional customer care services in Europe. More than 6,000 service professionals at 18 locations in 8 countries offer international customer service solutions at the highest level. As a dynamically growing company, our client develops employees with a high level of customer orientation and motivation who want to support and further develop the high quality standard in customer care.

We are looking for an Operations Manager (f/m/d) for the Essen location with unlimited full-time employment on the next possible starting date. The project to be filled is a BackOffice project of a leading Social Media provider.

Ihre Aufgaben

The field of work essentially comprises disciplinary and specialist personnel management with a focus on the success of the customer project. In addition, you will be responsible for operational and business results and report these to site management.

Specific tasks include:

  • Responsibility for the design, optimization and further development of work processes
  • Implementation and control of projects to increase effectiveness and efficiency
  • Responsibility for achieving all quantitative and qualitative service level targets
  • Creation of statistics, budget planning and presentations
  • Management of up to 8 team leaders and approx. 100 customer advisors

Ihr Profil

  • Completed studies or comparable training
  • At least 2 years of experience in leading teams in call centers with an outsourcing customer service environment and a team size of at least 25-35 people, also experience in leadership of executives
  • Experience in the planning and implementation of continuous quality management processes
  • Business fluent written and spoken communication skills in English
  • Affinity with online media and social networks, technical skills
  • Very good MS Office skills
  • Knowledge of analytical methods and conceptual strength
  • Distinct service orientation
  • High level of commitment and proactivity
  • Result orientation, optimization and decisiveness  
  • Assertiveness with simultaneous cooperation and negotiation skills
  • strong communication and motivation skills
  • Flexibility in terms of time, high operational readiness, resilience and reliability

The company will offer:

  • Challenging and varied activities as well as the opportunity to help shape the customer service of the company’s top client
  • Working independently and responsibly as part of a dynamic and multicultural team with flat hierarchies and informal culture
  • Very good connection to the public transport network due to central location
  • Attractive fixed salary with bonus possibilities and employee discounts
  • Close collaboration with the call center management and internal interfaces
  • Advancement opportunities in the internationally active company
  • great office with modern workplaces, complimentary drinks and fresh fruits