Senior Contact Center Manager - German Speaking

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
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:

- Collaborate with stakeholders for project testing, UAT, and integration
- Develop and execute detailed project plans encompassing resource allocation, testing, and training to meet organizational objectives
- Work closely with the Service Management team and Project Trainer to ensure best practices and guidance for live chat and agent operations
- Lead meetings and training sessions to align project deliverables with customer requirements and expectations
- Monitor project progress, troubleshoot challenges, and implement necessary adjustments to meet goals
- Build and maintain strong customer relationships, ensuring customer satisfaction and retention
General management
- Identify and implement continuous improvement initiatives to optimize processes and reduce costs
- Partner with Operations Management for effective resource planning and allocation
- Ensure all deliverables are met in alignment with organizational objectives and client needs
- Oversee account portfolios (quality, TAT, productivity) to ensure targets are met through rigorous supervision
- Provide accurate and timely updates to relevant departments
Leadership and Support
- Ensure the successful completion of additional tasks assigned by the Director of Operations
- Escalate issues beyond authority or with potential project risks to higher management
- Supervise the Service Management team, offering guidance and support during project implementation

*** Education:
- Fluency in German (C1 level required)
- English proficiency is an advantage
- University degree or equivalent training, experience.
*** Technical skills and experience:
- Knowledge of IT is a plus
- In- depth knowledge of call center KPIs, knowledge base creation, and management
- MS Office (Word, Excel, PowerPoint)
- Proven expertise with Genesys or similar contact platforms and chat functionalities
- Extensive experience with live chat and call center operations, telecommunications industry experience preferred
*** Soft- skills:
- Customer- centric mindset with excellent upselling abilities
- Teamwork and adaptability
- Customer service industry experience: call center/helpdesk, telecommunication, tourism, hotel reception staff, restaurant service, other direct customer service experience, heavy emphasis on tourists/foreigners
- Strong interpersonal and communication skills
- Leadership and supervisory abilities with a collaborative mindset
- Skilled in negotiation, problem- solving, and conflict resolution
- Analytical, planning, and presentation skills
*** Attribute:
- Innovative and creative thinker
- Ability to multitask effectively in a fast- paced environment
- Resilient under pressure
- Reliable and accountable with strong attention to detail
What are you waiting for? Join our international team today!
SPS is a leading technology- driven business transformation company. With our innovative Enterprise Workplace Solutions, we empower organizations to adopt hybrid work concepts to enhance productivity and flexibility. Our Technology Business Solutions bring together cutting- edge technology, deep vertical process expertise, and a diverse global workforce to support clients in their digital transformation journey and efficiently tackle their most complex challenges.
We act with precision, connect people to the right information, and turn data into insights for better outcomes.
Discover how our dedicated team at SPS makes an impact that matters by visiting www.spsglobal.com.
Headquartered in Zurich, Switzerland, SPS operates in more than 20 countries and focuses on clients in banking, insurance and health. SPS has more than 8,500 employees and is recognized with a world- class NPS by its global client base.
The Power of Possibility.
Great Benefits:
- Meal & Parking Allowances
- At least 12+ annual leave
- Salary attractive up to 2700$ and bonus package (13th salary, KPIs bonus up to 3- month salary)
- Personal accident & health- care
- Flexible working time
- Company trip, Team building, Sports
Advance your career:
Opportunities to learn and grow through different types of training: Talent Development program, Succession planning as well as promotions or transfers.
We provide you with support to sharpen your skills and knowledge for further steps in your career path
Break your limits:
The innovation is a key value of SPS Vietnam. Joining our team, you are encouraged to think out of the box, cross your boundaries and improve yourself in our continuous improvement process during daily business operation.
Go Global:
The moment you join SPS Vietnam is the moment you take the chance to extend your horizon. You will work, cooperate and exchange your creative ideas with 7,500 employees of SPS. Our customers, which are 20% of Fortune 100, are located from around the world.
** Notes: Only suitable candidates will be contacted and invited to participate an interview.
"By applying for the job at SPS Vietnam, it is considered that Candidates agree to provide personal data for SPS Vietnam to process in accordance with the Terms and Conditions of personal data processing of candidates which are in line with Decree 13/2023/ND- CP on personal data protection"

Laptop, Chế độ bảo hiểm, Du Lịch, Chế độ thưởng, Chăm sóc sức khỏe, Đào tạo, Tăng lương, Nghỉ phép năm, CLB thể thao

Cập nhật gần nhất lúc: 2025-01-14 22:25:02