The International Automotive Contact Centre in Maastricht is the central point of contact for customers and prospective customers of this automotive company. From the International Automotive Contact Centre customers from across Europe are supported with breakdowns, enquiries, complaints and promotional activities.
This automotive company had approximately 600 employees consisting of 40 different nationalities. The International Automotive Contact Centre’s main goal is to exceed customer expectations. |
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The Operations Manager will work closely together with the other three Operations Managers and the Service Account Manager for the German, Swiss and Austrian market in order to maximize and maintain the performance of the 24H team. The Operations Manager will be directly responsible for one team of approximately 8-12 Customer Service Representatives.
The working pattern for this position will be in the 3-3-3 shift pattern and will require working night shifts.
Main responsibilities:
• Monitoring and coaching of a team of customer service representatives on the handling of customer contacts and dealing with the cases
• Monitoring the individual and team key performance indicators
• Identifying training, information and equipment needs within the team and coordinating the fulfilment of these needs
• Managing illnesses within the team
• Monitoring and registering the attendance and absences of team members
• Checking and if necessary adjusting staffing levels to efficient levels
• Communicating and functioning as a link between other departments and the team
• Participating in the resolution of procedural issues with market performance centers and dealers
• Continuously participating in improvement processes in order to contribute to effectiveness and efficiency within the CAC.
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• Native level/very good understandig of German language
• Very good understanding of English language, both verbally and in writing
• Callcenter/Service Desk experience is an advantage
• Experience as a team leader is an advantage
• Strongly oriented to Customer’s Satisfaction
• Able to develop a broad perspective and to search for a profitable balance quality/efficiency
• Strong stress management skills
• Coaching skills
• Analytical mind on qualitative and quantitative measures
• Familiar and able to adapt various management styles |
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Attractive remuneration package.
Mercedes-Benz also offers an extensive relocation package.
An assessment will be part of the selection procedure.
Please send your CV and motivation letter in English. |
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| Mevrouw M. (Myrna) Vinkenburg |
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