Contact Center Technical and Planning Manager (all genders)

City:  Cologne
Job Function:  Operations
Job Area:  Customer Service
Seniority Level:  Mid-Senior level
Date:  Nov 28, 2023


HRS is reinventing the way businesses and governments work, stay and pay in today’s dynamic global marketplace. HRS’ advanced platform technology is extending its reach beyond hospitality to meetings, office space management, payment efficiency and crisis recovery.

Beyond cost savings in the global post-pandemic economy, HRS clients gain from an unrivaled focus on essential aspects including safety, security and satisfaction.

HRS is also recognized for its award-winning Green Stay Initiative, technology that helps corporate hotel programs achieve their NetZero targets. Founded in 1972, HRS works with 35 percent of the global Fortune 500, as well as the world’s leading hotel chains, regional hospitality groups and payment providers. More information at


Our vision at Customer Service is to create a digitalized, cost-effective Customer Service Operation providing a top customer service experience that will become a competitive differentiator for HRS. 
We are looking for a Cologne-based Contact Center Technical and Planning Manager (all genders) to take responsibility for process and training management for the global customer service activities at HRS.


  • Defining strategic forecasts and planning future personnel requirements and budget calculation
  • Leading initiatives to optimize performance and qualitative results of the customer service division
  • Executing Data Analysis of Customer Service Operations and improving the data structure of CS
  • Workforce Forecasting and optimization of the Customer Service Operations
  • Supporting the steering of HRS outsourcing providers for Customer Service


  • Experience in the travel industry is an advantage
  • Customer-oriented
  • Thriving for optimization 
  • Ideally, previous Experience with workforce management systems
  • Very high analytical thinking ability and affinity for numbers
  • Sound knowledge of Data Analytics Tools (PowerBI or others)
  • Fluency in German and English


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 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.

Req ID:  17185

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