Head of Service Contact Center (Germany)

AUTODOC is one of Europe’s largest online car parts retailers, operating in 26 countries.We pursue a strong customer focus on social media, through technical support in the respective national language and a demand-oriented product range currently comprising almost 2.5 million items from 545 brand manufacturers for 128 car brands. Autodoc GmbH is based in the Berlin district of Lichtenberg and is fully owner-managed.

We are looking for a transformative and customer-centric leader to manage our contact center team in delivering, at scale, a best-in-class customer experience.

Key Responsibilities:

You will play a critical role in driving team performance and results. This is a highly collaborative role and success is dependent on the ability to communicate effectively with not only management and clients but also to strike a balance between creating a cohesive team and also encouraging individual agents to achieve individual success.

Provide daily direction and communication to call center associates (100 employees) around individual and team performance as well as organizational updates and changes to processes or products.
Develop new benefits and services to improve the end-to-end customer journey. Oversee the practice of ideation and prototyping experiences and features to address customer pain points and developing the business case for execution/scale up.
Work effectively with all peers, stakeholders, internal business divisions to negotiate and influence customer improvements.
Analyze staffing, training and scheduling, and implement any necessary changes to improve the overall performance of the team.
Be responsible for outbound dialer management as well as agent skill setup within the contact center software.
Monitor all performance measures such as daily stats and schedule adherence; allocate resources to meet volume and performance demands.
Work with Contact Center Development Department on adoption and customization of tooling.
Build strong internal relationships and collaborate cross-functionally to drive market readiness, sales handoffs, customer marketing, training actions, services deployment, and effective support
Knowledge / Skills / Abilities:

Bachelor’s degree.
7+ years working in call center, 2+ as a Head of branch.
Demonstrated ability to act as a transformation / change agent within the organization.
Strong skills in selecting, training, and managing call center staff.
Influential relationships skills able to use these relationships to deliver service.
Experience working in a call center system configuration and implementation.
Experience in strategic planning.
Experience in process improvement and reporting.
Experience working in Workforce and development.
Strong leadership skills with the ability to manage large groups of people.
Strong strategic and customer focus with a clear understanding of the wider issues impacting the relevant markets.
Expert-level Handling of the relevant IT tools, MS Office applications, and ERP systems.
Language skill

Fluent in Russian.
Fluent in German.
Knowledge of English language will be a plus.
IN A PERFECT WORLD…

MBA
Experience with SaaS transformation.
We offer you

Space for creative participation in an international team.
Opportunities for professional development, training offers and coaching in a growing company with flat hierarchies.
Corporate benefits, such as employee discounts, team events, and company celebrations.
Office in Berlin, Germany.
Thank you for your interest in joining our team! We look forward to reviewing your application.

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Contacts: Yuliia Ternova y.ternova@autodoc.eu