Call Center Director (f/m), Germany (to be arranged)

Competence Call Center is one of Europe's leading call centers. At 9 locations in 6 countries, more than 2.500 service professionals provide top quality international call center services.

CCC is a strong, rapidly expanding company with a clear focus on quality. The position of Call Center Director is an exciting opportunity for a proven call center leader with prior experience leading a growing organization. The Call Center Director will be directly responsible for setting and executing the strategic direction and vision of the call centers in different European markets to enhance profitability, productivity and efficiency.

Responsibilities

• Final decisions on administrative or operational topics to ensure Operations' effective achievement of objectives
• Direct and control the activities of a broad functional area through several Call Center Managers
• Responsible for balancing strategy and business objectives with customer experience requirements
• Analysis of results and contract negotiations
• Ensure that budgets are adjusted to account for growth

Skills and Experience required

• Must possess excellent written and verbal communication skills in French and English (German beneficial), including presentation and negotiation skills
• Minimum ten years experience, including five years of progressively responsible call center management experience
• Knowledge of customer service techniques and negotiation skills, as well as excellent organizational skills
• Excellent computer skills
• Bachelor's degree in business-related field or equivalent experience
• Core competencies of communication, leadership, ability to drive change, innovative outlook and problem analysis
• Must have the ability to work independently while developing a functioning team as well as having excellent interpersonal skills in dealing with all levels of staff

Operational flexibility is required to meet sudden and unpredictable needs. Business travel is required.