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

Education:
- University degree or equivalent training, experience.
- Fluency in English (required)
- German proficiency is an advantage
Technical skills and experience:
- Extensive experience with live chat and call center operations, telecommunications industry experience preferred
- In-depth knowledge of call center KPIs, knowledge base creation, and management
- Proven expertise with Genesys or similar contact platforms and chat functionalities
- Knowledge of IT is a plus
- MS Office (Word, Excel, PowerPoint)
Soft-skills:
- Customer service industry experience: call center/helpdesk, telecommunication, tourism, hotel reception staff, restaurant service, other direct customer service experience, heavy emphasis on tourists/foreigners
- Customer-centric mindset with excellent upselling abilities
- Leadership and supervisory abilities with a collaborative mindset
- Skilled in negotiation, problem-solving, and conflict resolution
- Strong interpersonal and communication skills
- Analytical, planning, and presentation skills
- Teamwork and adaptability
Attribute:
- Ability to multitask effectively in a fast-paced environment
- Innovative and creative thinker
- Reliable and accountable with strong attention to detail
- Resilient under pressure