Your responsibility:

• Developing and managing existing service providers
• Being the first point of contact for all service matters in day-to-day operations for the service provider
• Weekly meeting with providers to discuss performance and drive new strategies
• Weekly monitoring of the volumes and corresponding performance KPIs
• Operational control to achieve business objectives in terms of SLAs & agent productivity
• Ensure accuracy of volume forecasts and steering service providers accordingly (limit under/over resource)
• Responsible for user management for all contact center agents
• Create KPI transparency across the organization
• Drive cost optimization plan (include invoice management)
• Contribute to build resilient operation to ensure effective service level (for customer & METRO/makro sales force)
• Contract adjustments for existing suppliers

This an exciting and influential role that can be based in our Düsseldorf or Palma office.
There will also be the potential opportunity for occasional travel to the Outsourced Call Center Service branch.