REQUIREMENTS:

• Native/Fluent in German, with strong proficiency in both written and spoken communication, as well as English (B2) fluency.
• Bachelor’s or Master’s degree in a relevant field (preferably technical).
• Over 3 years of experience in a related field, ideally within service desk or similar operations.
• 1-2 years of experience in a managerial or leadership role.
• Background in service desk, telecommunications, or contact center operations, preferably within the online retail sector.
• Strategic thinking with practical operational experience.
• Strong leadership, communication, and problem-solving abilities.

• Drive program performance by monitoring SLAs and KPIs.
• Improve efficiency across multiple departments (e.g., Recruitment, Training, Quality, HR, IT, Finance).
• Implement quality control measures and foster strong team relationships.
• Lead strategic initiatives and process improvements to achieve operational excellence.
• Contribute to business development proposals and strategic planning.
• Manage Team Leaders and Associates, ensuring consistent performance and productivity.
• Conduct regular reviews (daily, weekly, quarterly) with clients and stakeholders.
• Forecast and plan for routine operations, peak periods, and sales opportunities.
• Deliver exceptional customer service and assess client needs to ensure satisfaction.