Call Center Manager (m/f/d)

Düsseldorfonsitemanager

via Personio

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About this role

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 and reporting (80/20 standard) Exception handling and escalation Cross-functional Collaboration Horizontal coordination with Service Quality, Training, Analytics Global alignment with HQ Service strategy Your profile Master's or…

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What we'd score you on

reqspace match rubric

Five dimensions, recruiter-grade. Upload your resume and we'll generate a written explanation of where you fit and where the gaps are.

Skills match

For this role: salesforce

Level fit

This role is manager-level. We check your trajectory against it.

Domain experience

Your work in the role's domain matters more than your years total. We weight recent and direct experience.

Recency

A skill you used last quarter weighs more than one from five years ago. We grade on recency, not lifetime.

Location fit

This role is based in Düsseldorf. We weight your proximity and willingness to relocate.

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Skills in this role

Pulled from the job description. These are the keywords we'll weight when scoring your fit.

salesforce

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