Share this job.

Contact Center Technical 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 Technical Management Specialist (m/f/d) who is eager to take on an array of critical responsibilities for the transformation of our customer service experience  from managing and evolve the technical platform supporting our contact center operation up to designing and implementing our IA-based chat bot.


Your challenges

  • Creation and maintenanace of routing and skill rules
  • Implementation and Management of the Bot IVR und Chat
  • Intraday-management management of Customer Service platform
  • Creation and maintenance of agents skills 
  • Creation and maintenance of all Customer Service reports (call and work)
  • Launching of measure to reach and/ or protect SL and availability
  • Regularly meetings with all relevant contact partner
  • Managing the international number structure and relationship with the carrier 


Your commitment

  • University degree or equivalent qualification
  • Several years of experience at Management of Customer Service platforms (Genesys is a Plus)
  • Very good knowledge of Intraday-management and Scheduling
  • Good English language skills
  • 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:  10009

Job Segment: Consulting, Technology