Manager Contact Center/Customer Service (m/w/d)

at  Nexi Germany GmbH

ABOUT US AND OUR TEAM

Are you interested in joining one of Europe’s leading PayTech companies?
Do you want to be part of a diverse team, collaborating with colleagues from across Europe? If so, you’re in the right place!
We are one Nexi Group, after merging Nexi, Nets and Sia, with presence in over 25 countries. With over 80 years of experience we offer plenty of opportunities for personal and professional growth.

WHAT MAKES YOU THE BEST PERSON FOR THIS JOB?

Now when you read about the role, are you curious to discover more? If your answer is yes, check what qualifications make you the right candidate to apply. But keep in mind one thing - on top of your skill set, knowledge, and experience, it’s your potential that makes a difference in achieving your goals in everyday work. Skills, motivation and that little personal twist make you succeed. Your professional skills and experience form most of your qualifications, but it’s also your personality that makes the difference at Nexi. Besides that little twist in your personality that makes you, we are looking for a colleague who has:

• Relevant education and extensive experience within customer service, especially the contact centre environment
• Proven and strong track record of leading large contact centre teams
• Strong understanding of the dynamics of a contact centre and the 24/7 working environment
• Excellent analytical skills and ability to lead through numbers
• Excellent leadership and people management skills
• Excellent communication skills in German and English both verbal and written
• An amazing leader and a true people person
• Flexible and cooperative with a team player attitude
• A proactive and positive person with a forward-looking and result-oriented way of working
• Able to produce high quality work and perform under high pressure in a multiservice environment
• Strong mindset towards change and development
• Able to manage and prioritize your work pipeline independently

ABOUT YOUR FUTURE ROLE

You’ll be powering our service offering to our customers. As Contact Center Manager you’ll join an open and sharing community with highly skilled colleagues. You can come as you are and be at your best at Nexi. You’ll find the freedom to balance an exciting job with life outside of work.
In this role within Nexi´s Issuer Solutions Operations business unit, you will be leading our Contact Centre services in Germany.
We offer services for our customer banks and their cardholders and we work 24/7/365. You will be leading a large team of 35 – 40 highly skilled and professional front-line agents.
Our ambition is to provide an excellent customer experience in each contact and we expect our new manager for Germany to share our passion for outstanding customer service. In this role, you will be reporting directly to our Vice President for Contact Center and Fraud Operations.

If you join us in the role of Manager Contact Center (m/w/d ) , this is what you can expect from us:

• Attractive salary and an overall competitive package
• Well-structured training for the job and constant support from your manager
• Hybrid way of working
• Flexible work hours
• Home equipment allowance
• Equipment needed for the role (laptop and mobile phone, including monthly mobile phone subscription)
• Voluntary pension fund (company-sponsored retirement plan or pension)
• Referral bonuses for recommending new team members to join the compan

Now when you read about the role, are you curious to discover more? If your answer is yes, check what qualifications make you the right candidate to apply. But keep in mind one thing - on top of your skill set, knowledge, and experience, it’s your potential that makes a difference in achieving your goals in everyday work. Skills, motivation and that little personal twist make you succeed. Your professional skills and experience form most of your qualifications, but it’s also your personality that makes the difference at Nexi. Besides that little twist in your personality that makes you, we are looking for a colleague who has:

• Relevant education and extensive experience within customer service, especially the contact centre environment
• Proven and strong track record of leading large contact centre teams
• Strong understanding of the dynamics of a contact centre and the 24/7 working environment
• Excellent analytical skills and ability to lead through numbers
• Excellent leadership and people management skills
• Excellent communication skills in German and English both verbal and written
• An amazing leader and a true people person
• Flexible and cooperative with a team player attitude
• A proactive and positive person with a forward-looking and result-oriented way of working
• Able to produce high quality work and perform under high pressure in a multiservice environment
• Strong mindset towards change and development
• Able to manage and prioritize your work pipeline independentl