Call Center Manager (m/f/d)

من الإعلان الأصلي

Düsseldorf EMEA Operation Your Responsibilities Call Center Operations Daily operations management of multi-lingual call centers (German / French / Italian / Nordic / English) Capacity planning and scheduling for 1.5M+ annual customer interactions BPO Vendor Management Performance monitoring of BPO vendor; Vendor onboarding assessment, contract negotiation, offboarding mechanism Monthly QBR and annual business review Cost & Efficiency Cost per Contact optimization (YoY -10%) AHT reduction, FCR improvement Automation rollout (IVR, AI customer service) SLA Management Service level monitoring…