Join Customer Care Management (CCM) as we transform for international customer excellence in a digital world. We need you to support people in their ability to work, willingness and satisfaction.

Lead Operations

Your responsibilities

• As a role model you break down CCM strategies on change, processes and organization in such a way that each customer agent in your team understands how he/she and the team contributes to the department‘s and the overall CCM success.
• You have a good overview of capacities (including planned/unplanned absences) and activities in the team and the department in order to be a competent sparring partner for functional questions.
• You manage the team to achieve performance and quality targets and help your team to improve their processual/ functional skills.
• With the responsibility to meet team-specific targets, such as performance KPI, quality and customer satisfactionin you will shape the future international Customer Care matrix structure and make that successfull.
• CCM is transitioning to an international line organization. You will work in an international setting with colleagues from France, Germany, Italy and Poland. Your functionally responsibility will be focused to the local Polish Operations team.
• If you have a passion for Customer Service, like flat hierarchies and an international environment, you've come to the right place. We are in the middle of a transformation process that you can help shape.

Our requirements

• You have successfully completed a study or an apprenticeship with a commercial focus.
• You are experienced in the end-to-end customer care processes and related KPIs that are important to meet department/team targets and you have worked as (functional) leader for an operational team.
• You have a minimum B2-level English proficiency as well as B2-level Polish.
• You have very good customer experience skills, so that you know how to improve it by impact assessment and analysing measured quality results.
• You are well experienced and enjoy working in an intercultural team setup.
• You thrive to work in a high-paced, sometimes stressful, and changing environment.
• And you also are enthuastic and able to deal with conflicts in a positive and constructive way.
• And you act with holistic thinking and focus on international CCM benefit.

What we offer

• Work in an international company.
• Stable employment under an employment contract.
• Co-financing for meals at the office.
• Private medical care package.
• Sports card at an attractive price.
• Life insurance on preferential conditions.
• Seniority awards.