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Customer Service Operations Manager


For our multinational partner we are looking for a
Customer Service Manager



  • Manage the customer service operation of about 60 people (agents, team leaders)
  • Run the business according to the agreed service levels with all partners of the managed functional area.
  • Ensure partner satisfaction is high, ensure proper feedback process from the partners is in place
  • Ensure that all actions are taken to deliver improvement opportunities on the managed functional area.
  • Ensure adequate reporting and risk management and intensive communication with external stakeholders are in place
  • Work with partners to continuously improve processes and drive standardisation.
  • Define process goals and target values for KPIs and later analyse KPIs
  • Define and drive process improvement goals and their implementation
  • Act as country contact manager for specific partner countries.
  • Lead, hire and release customer service agents and team leaders
  • Set clear expectations to team members on required knowledge and skill level and ensure functional training is in place.
  • Run the performance management system within the managed functional area – objective setting, review and year-end evaluations
  • Support the project phase of the activity transfers and operate transferred activities after successful gate on the managed functional area.
  • Act as budget holder of the managed functional area and ensure operation is running within the planned budget.


  • University or college degree
  • Excellent English knowledge
  • Upper-intermediate German knowledge
  • Experience in leading and managing teams in a multinational environment (min. 40-50 people)
  • Experience in supporting and implementing strategic plans
  • Experience in continuous improvement projects
  • Process expertice in customer service or IT helpdesk field

What we offer:

  • Possibility to build up new teams and processes
  • Work in a continuously growing multinational environment
  • Good salary and benefits (bonus, company car, etc.)
Munkavégzés helye Budapest
Kategória -
Minimális tapasztalat Több mint 5 év
Munkaidő tipusa Teljes munkaidő
Régió Budapest
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