Head of Customer Service Outsourcing (m/f/d)

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We're looking for a motivated and driven Head of Customer Service Outsourcing (m/f/d) who will help us shape our team, drive the company to the next level, and have the most direct influence on our success.

Your Tasks – Paint the world green

  • Operational management and development of medium size Customer Service outsourcing process.
  • Responsible for delivering the best first line support for multilingual, multinational customers, via multichannel CTI platform.
  • Responsibility for new tenders for external Customer Service providers.
  • Contract management, including contracts’ content delivery, KPIs and metrics setting up and pricing policy recommendations.
  • Budget management and controlling, including key account management for Customer Service external providers.
  • Optimization of planning and forecasting supervising.
  • Business owner of customers service availability, and quantity-related Customer Service metrics.
  • Responsible for Customer Service quality delivered by Customer Service outsourcing companies.
  • Leads projects with aim of Customer Service operations optimization and automation.
  • Leads the team responsible for intraday outsourced customer service management.
  • Good operational understanding of contact center technology, including CTI and ACD platforms, multichannel and omnichannel environments.

Your Profile – Ready to hop on board

  • You have already gathered practical experiences within Customer Service, BPO or SSC areas.
  • You have the customer happiness at heart and take initiative to improve the customer experience.
  • You have advanced presentation and communication skills.
  • You have a strong problem-solving and to get things done attitude.
  • You are an analytical mind, with an affiliation for numbers and KPIs.
  • Past experience in a leadership position
  • You are fluent in English, knowledge of German being a plus

Our Perks – More than just a job

  • Have an impact. With innovation and smart technology, we are changing the way people travel, and you too can have an impact on this ride.
  • Trust-based working. We don't punch the clock – organize your own schedule. We trust in what you do!
  • Push boundaries. Everyone is equally important and works together on uncharted challenges alongside inspiring colleagues from all over the world.
  • Fun at work and beyond. Discover the world with your free FlixBus rides and join our regular team events – there's always something to celebrate!
  • Feel at home. We provide you with a laptop, comfortable working space, free drinks, a casual dress code, diverse employee discounts and more.

Want to rewrite the history of mobility with us? Then join our ride and apply now. We're excited to hear from you!


About FlixMobility

We are a global mobility provider with headquarters in Europe and the United States. Since 2013, we have changed the way millions of people have traveled, offering new alternatives for convenient, affordable and eco-friendly travel. Thanks to a unique business model and innovative technology, we have quickly established one of the largest long-distance mobility networks in the world – and our journey has just begun.

FlixMobility is proud to be an Equal Opportunity Employer. We celebrate diversity and do not discriminate on the basis of race, color, religion, gender (including pregnancy and gender identity), national, social or ethnic origin, political affiliation, sexual orientation, marital status, disability, age, veteran status, or other legally protected characteristics. All employment decisions are based on business needs, job requirements, competence and merit.

Take a closer look at our amazing success story:

 

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