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Contact Center Operational Management Specialist (m/f/d)

City:  Köln
Job area:  Business Consulting & Steering
Job field:  Customer Service
Seniority Level:  Mid-Senior level
Date:  Dec 8, 2021

HRS reinvents how businesses Work, Stay and Pay. Counting more than 5.000 corporations and 40% of Fortune 500 companies in our customer base, HRS has emerged to the most trusted platform of digital software solutions in business travel hospitality worldwide.

The HRS platform is composed of three engines that each optimize one core building block along the corporate hospitality supply chain: Intelligent Procurement, Smart Booking and Invisible Payment. Through the integration of those engines into one large data-driven platform approach, our Lodging-as-a-Service value proposition enhances satisfaction of corporate employees and travelers, delivers the highest grade of process automation for corporate stakeholders and ensures strongest compliance end-to-end.

We are looking for a Cologne-based Contact Center Operational Management Specialist (m/f/d) to join our team of dedicated, customer-oriented professionals and take over the management of our contact center 2nd Level operation.


Your challenges

  • Validation of workforce planning for external outsourcers
  • Monitoring of real-time and daily performance of external or internal CSC operations
  • Intervention in operational steering when situation requires
  • Support of daily operational requests and issues
  • Creation and maintenance of all CSC reports (call and work)
  • Creation of performance and efficiency analysis
  • Performance comparison with the contractual targets and bonus/ penalties calculation
  • Regular operational steering comitees with CSC outsourcing partners
  • Performance comparison with the HRS business agreed targets 
  • Regular operational steering comitee with HRS business responsibles
  • Management of operational performance improvement transformation projects


Your commitment

  • University degree or equivalent qualification
  • Several years of experience at Contact Center Operational Management
  • Very good knowledge of Performance Management of Contact Center
  • Good English language skills, German Language Skills are a Plus
  • Analytical thinking
  • Customer-oriented 


Your Rewards

At HRS we feel globally united and mutually responsible, a belief that is rooted in our company history and values: Thinking and acting like an entrepreneur, with everyone across the whole company being given the opportunity to take full ownership to deliver on our shared vision every single day.
You will work in a modern working environment with flexible working hours and the option to work from home. Our training and further education offers give you plenty of room for your personal growth and individual development. #LI-SA1


Your perspective
You get access to a global network of a globally united and mutually responsible “Tribe of Intrapreneurs” that is passionately dedicated to renew the travel industry and while doing so reinvent the ways how businesses stay, work and pay. Our entrepreneurial driven environment of full ownership and execution focus offers you the playground to contribute to a greater mission, while growing personally and professionally throughout this unique journey. You will continuously learn from a radical culture of retrospectives and continuous improvement and actively contribute to making business life better, smarter and more sustainable.

The small print – want to know more?
Our global company is located in more than 30 locations in all continents and we inspire more than 850 employees every day. To fuel our international growth we are always looking for passionate experts who have a strong team-spirit and will take on the challenge to pioneer the international B2B travel Industry.

Interested? Have a look at all of our company benefits.
Let´s make it happen – become part of the HRS Group Team.

Find out more about the HRS Group brands and its segments:
HRS Smarttrip              DS Destination Solution                   HRS Group                      HRS Global Hotel Solution

Req ID:  10031

Job Segment: Consulting, Technology