Guidance and development of assigned team leaders through on-the-job training, monitoring and coaching
Compliance with scheduling requirements
Responsibility and control for enforcing and implementing all internal project-specific parameters
Management and optimization of project processes and coordination of project-related measures with clients
Project responsibility, i.e., regular analysis and evaluation of KPIs regarding internal metrics (actual share of handling time, processing efficiency, implementation of agreed quality assurance measures, etc.)
Derivation of actions in case of deviation from targets and documentation of these measures
Close monitoring of targets and target achievement
Support in expanding existing projects in collaboration with Sales
Communication with clients
Preparation for invoicing

Completed commercial vocational training or degree
Several years of professional experience, preferably in the call center industry
Confident use of MS Office and project-related SAP applications
Practical business administration knowledge and understanding
Empathy, self-reflection, resilience
Communication skills, customer and service orientation
Analytical and goal-oriented approach, organizational skills
Persuasiveness, assertiveness

Manager Operations

Key skills