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Title

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Operations Manager of the Customer Service Center

Description

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We are looking for a dedicated Operations Manager of the Customer Service Center to take responsibility for the daily management and strategic development of our customer service center. In this key role, you will ensure excellent customer service, lead and motivate the team, and continuously improve processes. As the Operations Manager, you will work closely with departments such as Sales, IT, and Logistics to ensure smooth customer support. You will analyze performance metrics, identify areas for improvement, and implement measures to increase efficiency. Additionally, you will be responsible for maintaining quality standards and training staff. You bring solid experience in customer service and team leadership, along with strong organizational skills. Your communication strength, analytical abilities, and solution-oriented approach make you an ideal candidate for this position. If you are passionate about delivering excellent customer service and enjoy taking on responsibility, we look forward to receiving your application.

Responsibilities

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  • Manage daily operations in the customer service center
  • Lead and motivate the customer service team
  • Analyze and optimize work processes
  • Ensure compliance with quality standards
  • Collaborate with other departments to improve customer service
  • Create and evaluate performance metrics
  • Develop and implement training programs
  • Handle escalated customer issues
  • Plan and control budgets
  • Implement new technologies to increase efficiency

Requirements

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  • Degree in Business Administration, Management, or similar
  • Several years of experience in customer service or call center management
  • Leadership experience with medium to large teams
  • Strong communication and problem-solving skills
  • Experience with CRM systems
  • Analytical thinking and strategic mindset
  • High customer orientation
  • Resilience and flexibility
  • Knowledge in process optimization and quality management
  • Fluent in German (spoken and written)

Potential interview questions

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  • What experience do you have leading a customer service team?
  • How do you handle escalated customer complaints?
  • Which KPIs do you use to evaluate performance?
  • How do you motivate your team long-term?
  • What tools and systems have you used in customer service?
  • How do you ensure compliance with quality standards?
  • How do you handle organizational changes?
  • What experience do you have implementing new processes?
  • How do you prioritize tasks in high-pressure situations?
  • What does excellent customer service mean to you?