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Customer Service Operations Manager
vor 1 Monat
We are seeking an experienced Customer Service Operations Manager to join our team at Raisin GmbH in Berlin, Germany.
Job DescriptionThis is a full-time position that will be responsible for steering daily operations of our Customer Service teams, ensuring smooth front- and back-office activities. You will oversee and manage the performance of our outsourced service provider, driving accountability and optimising service quality.
Key Responsibilities- Plan, monitor, and steer daily operations of Raisin's Customer Service teams (internal and external), ensuring smooth front- and back-office activities.
- Oversee and manage the performance of Raisin's outsourced service provider, driving accountability and optimising service quality.
- Build and nurture relationships with vendors, aiming to maximise the value derived from these partnerships.
- Develop and implement performance metrics (KPIs) to measure, evaluate, and enhance operational performance.
- Analyse customer service data to derive insights and identify areas for improvement in processes, communication, and service delivery.
- Implement and expand KPIs to ensure continuous performance improvements, identifying trends, operational bottlenecks, and areas for focus.
- Prepare detailed operational forecasts and models to ensure accurate resource allocation, prevent backlogs, and support business growth.
- Collaborate closely with marketing and other departments to ensure forecast drivers are current and reflect accurate business realities.
- Identify operational constraints and propose solutions to drive process, product, and service improvements.
- Lead initiatives to amend customer communications based on feedback and operational insights.
- Collaborate with product development, customer service, and other teams to ensure that insights from data are translated into actionable improvements.
- Develop and deliver presentations to key stakeholders, providing clear data-driven insights, reports, and recommendations.
- Prepare and present PowerPoint presentations on service performance, resource allocation, and forecasts for internal stakeholders and external vendors.
