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Operational Call Center Manager (m/f/d) - Service Provider Management
Project info
- Period01.05.2023 - 31.12.2023
- Capacityfrom 90%
- Daily rate800 - 840€
- LocationCologne, Germany
- Remoteup to 50%
Description
Our client operates a customer service with multiple service providers. Due to the restructuring of the customer service, the effort to manage has increased significantly. To secure the operational day-to-day business, operational support is needed
- Operational management of external service providers / customer service
- Ensuring agreed SLAs and KPIs
- Creating forecast planning for customer contact channels for telephone & written communication
- Coordinating the staffing plans of external providers based on the forecast planning and SLAs
- Billing (including checking & validating) of external services
- Participation in and organization of regular meetings
Requirements
- Several years of experience managing external service providers
- Experience creating forecasts for customer contact channels for telephone & written communication
- Experience with omnichannel solutions
- Self-initiative & proactive problem-solving
- Hands-on mentality
- Very good German skills