Customer Service Partner Manager (w/m/d) Outsourcing

Europcar Inc

Hamburg, Germany
Base: 47.000 € - 57.000 €; bonus/equity: not speci...
Hybrid (3 days home office weekly)
Manage external call center partners
Improve partner performance
Ensure quality, cost, and service
Europcar Inc is seeking a Customer Service Partner Manager to oversee and improve the performance of external call center partners. The role is based in Hamburg, Germany, offering a remote work option and various employee benefits

Job Summary

  • You will proactively manage and develop international call center partners (BPO) in daily operations.
  • You are responsible for your partners' performance regarding quality, costs, and efficiency.
  • You will drive optimizations in processes, workflows, and collaboration proactively.

Matching Summary

Match Score: 85

Europcar Inc is seeking a Customer Service Partner Manager to oversee and improve the performance of external call center partners. The role is based in Hamburg, Germany, offering a remote work option and various employee benefits.

Salary

Base: 47.000 € - 57.000 €; Bonus/Equity: Not specified; Benefits: Not specified

Skills & Requirements

Must-have

  • Manage external call center partners
  • Improve partner performance
  • Ensure quality, cost, and service
  • Analyze KPIs and implement improvements
  • Manage Service Level Agreements (SLAs)

Nice-to-have

  • Proactive process optimization
  • Cross-functional stakeholder communication
  • International nearshore/offshore experience

Key Requirements

  • Several years of experience in customer service
  • Experience with external call center partners (BPO)
  • Experience managing service providers or outsourcing partners
  • Proficiency in KPI and performance management
  • Ability to drive topics independently
  • Fluent in German and English

Work Rights

Not specified

Tailored Resume

Cover Letter