Description

For one of our clients, a recognized player in the high-volume customer service sector, we are looking for a Customer Care Manager, perfectly bilingual in French and German, to lead and develop their Customer Care Center.Customer Care Manager - FR/DE - 100%MissionReporting to a member of the Management team, you will be responsible for the performance of the Customer Care Center and the continuous improvement of the customer experience and the employee experience. You will manage a team while actively contributing to the definition and optimization of processes.Responsibilities:- Manage the daily operations of the customer center and guarantee performance objectives.- Supervise, support, and develop managers and their teams (3 direct reports, approximately 30 indirect reports).- Ensure the planning of resources and optimize capacities.- Analyze and improve key performance indicators (service quality, customer satisfaction, productivity, conversion rate, etc.).- Identify and implement continuous improvement actions on processes, tools, and customer journeys.- Collaborate closely with internal departments as well as with external partners.- Participate in the definition and deployment of the department's development strategy.- Provide reporting to management and contribute to the budget management of the activity.Profile:- Confirmed experience of at least 10 years in a management position within a Contact Center, a service environment, or retail.- Solid experience in resource performance management and budget management.- Mastery of CRM environments as well as reporting tools.- Experience in project management and change management appreciated.- Perfect command of French, German, and English.- Recognized leadership, sense of customer service, and strong analytical skills.- Structured and capable of uniting teams around common objectives.Job conditions:- This position is based in Nyon.- Possibility to telework up to two days per week.- Function with an international dimension and this function implies occasional travel. A certain flexibility is therefore required. jid52cdcc3aen jit0626aen jpiy26aen