Call Center Manager (m/f/d) - #2729891

Your Responsibilities

Call Center Operations

• Daily operations management of multi-lingual call centers (German / French / Italian / Nordic / English)
• Capacity planning and scheduling for 1.5M+ annual customer interactions
  
  

BPO Vendor Management

• Performance monitoring of BPO vendor;
• Vendor onboarding assessment, contract negotiation, offboarding mechanism
• Monthly QBR and annual business review
  
  

Cost & Efficiency

• Cost per Contact optimization (YoY -10%)
• AHT reduction, FCR improvement
• Automation rollout (IVR, AI customer service)
  
  

SLA Management

• Service level monitoring and reporting (80/20 standard)
• Exception handling and escalation
  
  

Cross-functional Collaboration

• Horizontal coordination with Service Quality, Training, Analytics
• Global alignment with HQ Service strategy
  
  

Your profile

• Master's or Bachelor's degree in Business, Operations Management, or related
• 5-8 years in call center operations, with 3+ years managing BPO vendors
• Multi-cultural team management
• Salesforce Service Cloud literacy
• Fluent English; German / French / Italian a plus
  
  

What We Offer

• The possibility to work independently in an experienced, vibrant and highly motivated team
• To grow with us in a dynamic and fast-growing environment
• The chance to develop and implement your own ideas
• Attractive salary package
• Direct insurance / saving plan
• Job ticket or free parking place
• Gym support
• Employee discount on all ECOVACS products
• Fresh fruit, coffee, water and more
  
  

Contact Us

If you would like to write the future of robotic technology, join our ride and send your full application including your salary expectations and your earliest starting date via the application link.

About Us

Long before the “Smart Home” concept became fashionable ECOVACS Robotics (ECOVACS) was already at the forefront of innovation in smart home robotics, exploring new ways for robots to transform homeowners’ lives. ECOVACS’ more than 25 years of work in service robotics has seen the company transformed from a visionary startup into a global corporation with a Mission of Robotics for All. Designed to change the way people live and work, ECOVACS robotics are now being used in over 145 countries and regions around the world.

Our guiding Vision - Advancing robotic technologies to serve the world, to create a holistic ecosystem between human and robotics in lifestyle and production.