Facilities and Operations Officer

vor 4 Wochen

Hamburg, Deutschland CitNOW Group Vollzeit

Founded in 2008, CitNOW is an innovative, enterprise-level software product suite that allows automotive dealerships globally to sell more vehicles and parts more profitably. CitNOW Group was formed in 2021 to unite a portfolio of 12 global software companies leveraging innovation to aid retailers and manufacturers in delivering an outstanding customer experience. We have over 300 employees worldwide who all contribute to our vision to provide market-leading automotive solutions to drive efficiencies, seamlessly transforming every customer moment.

The Operations Manager is accountable for overseeing daily call centre operations to ensure service performance targets and contractual SLAs are consistently met. The role is responsible for workforce scheduling, performance monitoring, process implementation, and ensuring compliance with company policies and labour regulations.

In addition, the Operations Manager acts as the primary escalation point for operational issues, prepares regular performance reports, and provides coaching and supervision to maintain a motivated and high-performing team. Monitor and analyse call centre performance data (e.g., Lead the implementation of new processes, tools, and projects to enhance operational efficiency and service quality
Ensure compliance with company policies, procedures, and applicable labour laws and regulations
Conduct regular audits of employee records to ensure compliance with internal policies and external regulations
Serve as the point of contact for compliance-related inquiries and manage any audits or inspections
Prepare and process monthly payroll for call centre agents, ensuring accuracy and adherence to company policies and relevant labour laws
Gather and verify payroll information, including hours worked, overtime, bonuses, and deductions, to ensure accurate payroll processing
Prepare payroll reports and summaries for management review, providing insights and analysis as needed
Proven experience in call centre or service delivery management
Strong analytical skills with the ability to interpret performance data and drive insights
Excellent leadership and people management skills, with a track record of motivating and developing teams
Exceptional communication and stakeholder management skills
Experience with process improvement and project implementation
Proficiency in tools such as Asana (or similar task/project management software)

In addition to a competitive salary, our benefits package is second to none. Employee wellbeing is at the heart of our people strategy, with a number of innovative wellness initiatives such as flexi-time, where employees can vary their start and finish times within our core business hours and/or extend their lunch break by up to 2 hours per day. Employees also benefit from an additional two half days paid leave per year to focus on their personal wellbeing.

The CitNOW Group is an equal opportunities employer that celebrates diversity across our international teams. View our candidate privacy policy here - Group Global Privacy Policy

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