About this role
## Your Responsibilities
Call Center Operations
- Daily operations management of multi-lingual call centers (German / French / Italian / Nordic / English)
- Capacity planning and scheduling for 1.5M+ annual customer interactions
BPO Vendor Management
- Performance monitoring of BPO vendor;
- Vendor onboarding assessment, contract negotiation, offboarding mechanism
- Monthly QBR and annual business review
Cost & Efficiency
- Cost per Contact optimization (YoY -10%)
- AHT reduction, FCR improvement
- Automation rollout (IVR, AI customer service)
SLA Management
- Service level monitoring and reporting (80/20 standard)
- Exception handling and escalation
Cross-functional Collaboration
- Horizontal coordination with Service Quality, Training, Analytics
- Global alignment with HQ Service strategy
Your profile
- Master's or Bachelor's degree in Business, Operations Management, or related
- 5-8 years in call center operations, with 3+ years managing BPO vendors
- Multi-cultural team management
- Salesforce Service Cloud literacy
- Fluent English; German / French / Italian a plus
What we offer
- The possibility to work independently in an experienced, vibrant and highly motivated team
- To grow with us in a dynamic and fast-growing environment
- The chance to develop and implement your own ideas
- Attractive salary package
- Direct insurance / saving plan
- Job ticket or free parking place
- Gym support
- Employee discount on all ECOVACS products
- Fresh fruit, coffee, water and more
## Contact Us
If you would like to write the future of robotic technology, join our ride and send your full application including your salary expectations and your earliest starting date via the application link.