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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:  Oct 11, 2021

At HRS “We love to make it happen”: We are the global market leader when it comes to tech- and data driven business travel solutions. Our enterprise business offers end-to-end hotel management solutions to more than 7,000 corporate businesses globally to simplify their business travel. State of the art service solutions like strategic consulting & hotel procurement, travel payment and expense solutions or efficient tools to manage corporate meetings and group booking facilitate the travel processes and guarantee savings along the value chain. Today we work globally with the Fortune 500, such as Google, China Mobile, Amazon, Siemens, Hitachi, Alibaba, Volkswagen, WorldBank.

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


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