Our client is a fast developing and growing online booking service provider, started as a small start-up in 1996. The company and its operations are based in the Benelux and since 2005 owned by an US-operating provider of travel and related online services. Today there are 13.000 people based in 184 offices, and more than 142 nationalities are working there. With growth of more than 20 % per year, our client became a leader in customer services. During the last years, our client became a leader in customer services. To support this growth and with a concern for quality of service, our client is now looking for 2 site leaders for their call centers in Berlin. They both will have the responsibility for the strategic vision and operational targets of the Berlin site and will deliver excellent customer service for their guests & partners. 

Customer Service Site Leader (f/m)

Location: Berlin

Your future role:

The Customer Service Site Leader leads, develops and assists a team of 7-10 managers and a total team of approximately 600 indirect reports. As a suitable candidate, the future position holder brings along a strong strategic vision and the ability to implement and execute it in a fast changing environment. The Customer Service Site Leader will be responsible and accountable for overall day-to-day operations of the contact centre. The candidate will achieve and exceed all KPIs related to guest and partner satisfaction, productivity, employee engagement, recruitment, attrition and budget spend.

Furthermore the position holder fosters a high morale, high performance environment focused on continuous innovation and business results and will be an active and engaged member of the regional leadership team, expanding beyond your site responsibilities to create positive impact at both regional and global levels through sharing of great practices, lead regional and global improvements and collaborate to address common opportunities.

Job requirements:

As an adequate candidate, you bring along an educational level in Bachelor (Master is preferred) and 8+ years of relevant experience of managing managers in a customer focused environment. Furthermore you are experienced in working with geographically and culturally diverse teams Due to your professional experience, you can revert to required experience with local regulations and working with work councils. Besides this, you have the ability to operate in a fast paced, dynamic environment. Excellent English communication skills, both written and verbal complete your interesting profile for our client.
As newly position holder you bring along strong people management skills and a proven track record of team motivation, employee engagement and satisfaction. You should be open and available for relevant business trips (less than 25%). During your professional career, your are experienced in working with flexible scheduling.

Our client offers:

We offer you a challanging Managing position in at a fast growing online booking service provider.

For further information please address to Julia Glees (Project Manager; +49 (0)6174-9619-340, julia.glees@ks-recruiting.de) or our Managing Director Jochen Markgraf (+49 (0)6174-9619-230, jochen.markgraf@ks-recruiting.de).
If you fulfill these criteria and are ready for a challenge, please submit your application online.
Your consultant, Julia Glees, julia.glees@ks-recruiting.de, will contact you promptly upon receipt.
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