Operation Manager

Operational management of a customer service team of approximately 30 agents.Responsibility for outbound telephony and email processing (inbound services to follow at a later stage).Ensuring service quality, KPI achievement, and compliance with process standards.Daily coordination with our client in Germany.Leadership, coaching, and development of service agents.Monitoring performance and quality KPIs.Optimization of workflows and operational processes.Ensuring professional customer service for German electricity and gas customers.Confident use of our internal customer service software.

German language skills at least B2 level (fluent spoken and written).Several years of experience in call center or customer service management.Experience in team leadership (ideally teams of 20+ employees).Structured and solution-oriented working style.Strong leadership and communication skills.High level of service orientation and quality awareness.Technical understanding of CRM and service systems.Willingness to participate in 1–2 weeks of training in Germany.