Customer Service Center Manager (All genders)

City:  Cologne
Job Function:  Operations
Job Area:  Customer Service
Seniority Level:  Entry level
Date:  Mar 28, 2024

HRS AS A COMPANY

HRS, a pioneer in business travel, aims to elevate every stay through innovative technology. With over 50 years of experience, their digital platform, driven by ProcureTech, TravelTech, and FinTech, transforms how companies and travelers Stay, Work, and Pay.

ProcureTech digitally revolutionizes lodging procurement, connecting corporations and suppliers in a cutting-edge ecosystem. This enables seamless efficiency and automation, surpassing travelers' expectations.

TravelTech redefines the online lodging experience, offering personalized content from selection to check-in, ensuring an unparalleled journey for corporate travelers.

In FinTech, HRS introduces advancements like mobile banking and digital payments, turning corporate back offices into touchless lodging enablers, eliminating legacy cost barriers. The innovative 2-click book-to-pay feature streamlines interactions for travelers and hoteliers.

Combining these technology propositions, HRS unlocks exponential catalyst effects. Their data-driven focus delivers value-added services and high-return network effects, creating substantial customer value.

HRS's exponential growth since 1972 serves over 35% of the global Fortune 500 and leading hotel chains.

Join HRS to shape the future of business travel, empowered by a culture of growth and setting new industry standards worldwide.

POSITION

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 seeking a highly organized and detail-oriented Contact Center Operational Management Specialist (all genders) to join our team. In this role, you will play a critical role in ensuring the smooth operation of our Customer Services Center Operations and supporting our M&G (Meetings and Groups) and Longstay departments. You will be responsible for various tasks related to agent capacity planning, process documentation, performance monitoring, and handling escalations.

CHALLENGE

  • Oversee agent availability, timely case handling, and address operational challenges. Maintain communication with internal teams for issue resolution.
  • Collaborate with CSC agents and team leads to ensure that availability aligns with business requirements.
  • Handle escalations from various sources, ensuring quality control and agent awareness of issues.
  • Generate and analyze monthly CSC operations reports, providing insights for decision-making.
  • Conduct daily steering based on database information, allocate agents to teams, and assist with resource planning and technical support as needed.
  • Create and maintain process documentation using Confluence for transparency and consistency.

FOR THIS EXCITING MISSION YOU ARE EQUIPPED WITH...

  • Experience in the travel industry is an advantage.
  • Proven experience in operations and capacity planning
  • Excellent communication and teamwork abilities.
  • Customer-oriented and thriving for optimization 
  • Ideally, previous experience with workforce management systems
  • Very high analytical thinking ability and affinity for numbers
  • Fluency in German and English

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 smarter and more sustainable.

 

LOCATION, MOBILITY, INCENTIVE

The position is assigned to the company headquarters in Cologne.

Req ID:  17552


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