Call Center Manager (m/f/d)
Core
Managing multi-lingual call center operations, BPO vendor relationships, and cost/efficiency optimization for 1.5M+ annual customer interactions.
Role type
Senior Call Center Operations Manager
Builds
Scalable customer service operations and vendor-managed contact centers
Domain
Customer Service / BPO / Operations
Required skills
Call center operations management, BPO vendor management, capacity planning, cost optimization, SLA management, cross-functional collaboration, Salesforce Service Cloud
Preferred skills
Multi-cultural team leadership, automation implementation (IVR, AI), German/French/Italian language proficiency
Technologies
Salesforce Service Cloud, IVR, AI customer service tools
Responsibilities
Daily operations management of multi-lingual call centers, Capacity planning and scheduling for 1.5M+ annual customer interactions, Performance monitoring and contract negotiation of BPO vendors, Cost per Contact optimization and AHT reduction, Service level monitoring and reporting (80/20 standard), Horizontal coordination with Service Quality, Training, and Analytics
Seniority
Senior, hands-on IC
