CSC Operations Manager Part-Time (all genders)

HRS AS A COMPANY

BUSINESS UNIT

The Customer Service Center serves as a crucial hub for addressing customer as well as hotel inquiries, concerns, and issues related to the HRS’ products and services. Its primary purpose is to enhance customer satisfaction by providing timely and effective support, troubleshooting, and offering assistance with reservations or travel-related queries. Through efficient communication channels and knowledgeable representatives, the Customer Service Center plays a pivotal role in maintaining positive customer experiences and fostering loyalty.

POSITION

You want to create innovative solutions by taking the customer view first? Solutions that help our customers and hotels optimize their experience by offering exceptional customer service along the journey? Then join our team and create an impact as an intrapreneur.

The Customer Service (CS) Operations Manager is responsible for overseeing external teams of customer service agents with our call center service partners for our HRS Enterprise Solutions Business Unit globally, servicing traveller and hotels.

The primary duty is the enablement of agents answering customer questions and resolving problems, acting as escalation point while setting team goals, monitoring progress, onboarding and training staff members.

You will actively shape the future of the customer service chapter for our corporate customers in close collaboration with our Director of Customer Service. Together with your team you will build a service experience for our customers that aims to solve every customer or hotel complaint satisfyingly with the first interaction of our customer service workforce.

While managing quality assurance of our service level agreements, you actively contribute in idea generation and execution to simultaneously drive savings in customer service through optimization of processes and automation. 

CHALLENGE

Day-to-Day External Workforce Management:

• Manage and coordinate our external CS workforce (e.g. 3rd party provider and call center agents) to optimize service experience, performance, processes and tools for service operations
• Implement productivity, quality, and customer-service standards
• Define, monitor and steer SLAs of our external CS workforce for our customer and hotel service channels: Chat, Voice and E-Mail
• Handle escalation with external CS workforce and HRS internal teams (tech and customer / hotel teams)

Continuous Process Improvements:

• Improve customer service quality results by conducting surveys and studying, evaluating, and re-designing processes and establishing and communicating service metrics and monitoring and analyzing results
• Define and optimize processes for case handling in the above customer service channels
• Contribute customer service information and recommendations to strategic plans and reviews: Based on data you understand the top customer contact reasons to derive customer needs that can be automized or optimized to solve customer complaints satisfyingly in collaboration with the respective departments
• Execute regular quality assurance process with the external providers
• Determine customer service requirements by maintaining contact with customers and visiting operational environments

External Workforce Training:

• Setup and optimize processes to support training of our CS workforce
• Develop training and coaching ceremonies with teams and agents to improve operational performance

FOR THIS EXCITING MISSION YOU ARE EQUIPPED WITH...

• Work experience in customer service area
• Track record in improving a customer service function, ideally in SaaS environment
• Strong understanding of customer service operations, call center metrics, and quality assurance
• Excellent communication, negotiation, and interpersonal skills
• Analytical mindset with experience in data-driven decision-making
• Experience with global outsourced customer service teams
• Familiarity with customer satisfaction tools (e.g., CSAT, NPS, QA scorecards)
• Business level fluency in German and English 
• Location near to one of the HRS core offices in Germany (Cologne, Berlin) is a must 

PERSPECTIVE

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.

LOCATION, MOBILITY, INCENTIVE

The attractive remuneration is in line with the market and, in addition to a fixed monthly salary, all necessary work equipment and mobility, will also include an annual or multi-year bonus.