Operations Manager Call Center & Customer Communication (m/f/d)

☞ Viessmann

見る: 127

更新日: 07-10-2024

場所: Allendorf Hesse

カテゴリー: 経営管理 生産/操作

業界: Technology Information Internet

レベル: Mid-Senior level

ジョブタイプ: Full-time

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仕事内容

Temporary position for two years (parental leave replacement) in Allendorf

As Operations Manager Call Centre & Customer Communication (m/f/d) you are the key function for the Lead Management team in our call centres. You manage the processes and activities for outbound and inbound customer communication for the topics of lead qualification and lead management in the German-speaking market. You are responsible for content management, reporting and optimisation of the processes. Our call centres are used in the area of lead management for the qualification and follow-up of leads.

Located in the Global Digital Marketing & Sales Operations department, you are part of Viessmann’s digital marketing. With the needs of the target groups in mind, a good understanding of processes and strong interpersonal skills, you coordinate our call centres and act as an interface between digital marketing and the call centre for lead management.

Your impact

  • Managing the processes for outbound and inbound customer communication for the German-speaking market and developing and refining dialogue guidelines
  • Further development and continuous optimisation of workflows and processes
  • Documenting processes and setting up a knowledge database
  • Monitoring and ensuring quality targets and the specified success rates
  • Leading regular meetings with the call centre team coordinators and agents
  • Second level support for the supported employees and other Viessmann countries
  • Support with international call centre topics and budget planning and preparation of the monthly call forecast

Who You Are

You are known for your strong communication skills and your pronounced team orientation. With your confident demeanour, you clearly feel at ease in an interface function and also perform confidently in front of groups. Your hands-on mentality, your high level of initiative and your attention to detail, always benefit you in your daily work. You are also used to working in a structured manner and running your projects in a results-orientated manner with a focus on KPIs.

  • Successfully completed training or studies (Bachelor) in the field of economics, business administration or similar
  • At least 3 years of professional experience in call centre management and/or lead management
  • Confident handling of Salesforce Sales cloud or another CRM tool
  • Proficient German language skills (C1)

What Makes Us Special

Our employees are the key to make our vision come alive. With that in mind, we’ve created a range of perks for our employees, or as we like to call them, Viessmann family members:

  • Viessmann offers 30 days of paid vacation a year.
  • Enjoy cool exclusive discounts on selected Viessmann products and services.
  • You’ll be spoiled for choice with our selection of locally-sourced, healthy, and affordable meals in our employee restaurant.
  • Our flexible working hours allow you to balance your work and private life.
  • Your well-being is close to Viessmann’s heart: We support your physical and mental health with various initiatives.

Who We Are

We are the global company Viessmann Climate Solutions with a turnover of more than 4 billion Euros in 2022. Our comprehensive range of cutting-edge heating and climate technologies set the standard within our industry. We cover all applications: heating, cooling, ventilation, energy generation, and energy storage - for residential buildings.

Our ambition: Becoming a global champion for integrated and renewable climate and energy solutions through forming a resilient, fast-growing innovation leader. More than 11,500 employees are passionate about playing an active role in the energy transition worldwide.

Starting over 105 years ago with the development of heating systems, Viessmann has now turned into something even bigger: A key player for reducing CO2 emissions in the building sector. Follow our purpose "We co-create living spaces for generations to come" and join us on this exciting journey now.
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締切: 21-11-2024

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