✨ About The Role
- The Customer Service Operations Manager will oversee outsourced operations to ensure high-performing customer service teams support the German market.
- The role involves leading data analysis, insights, and reporting on key metrics to drive and improve business performance.
- The manager will be accountable for DE Customer Care KPIs, including customer satisfaction and agent efficiency.
- The position requires identifying, implementing, and optimizing key projects to improve KPIs and collaborating with various teams for project success.
- The role includes building strong relationships with BPO managers and training teams to share best practices and work on global care projects.
âš¡ Requirements
- The ideal candidate is bilingual in German and fluent in English, enabling effective communication with diverse teams and customers.
- A minimum of 6 years of experience in operational project management is essential, showcasing a proven track record of driving high-impact projects to completion.
- Experience working with BPO partners or in customer service-related roles is crucial for success in this position.
- The candidate should be data-driven, with the ability to define and track KPIs to focus on projects with the highest impact.
- A strong knowledge of the e-commerce industry and high customer experience expectations will contribute to the candidate's effectiveness in this role.