Customer Care Manager - FR/DE - 100%

Customer Care Manager - FR/DE - 100% For the account of one of our clients, a recognized player in the customer-oriented service sector, we are looking for their Customer Care Manager, perfectly bilingual in French and German, in order to pilot and develop their Customer Care Center. Customer Care Manager - FR/DE - 100% Mission: Attached to a member of the Management, you will be responsible for the operational performance of the Customer Care Center and the continuous optimization of the customer experience and the employee experience. You will ensure the management of a team, while actively contributing to the transformation and improvement of processes. Responsibilities: Pilot the daily operations of the customer relationship center and ensure the achievement of performance objectives Supervise, support and develop managers and their teams (3 people directly, around 30 indirectly) Ensure resource planning and optimize operational capacities. Monitor, analyze and improve key performance indicators (service quality, customer satisfaction, productivity, conversion rate, etc.). Identify and implement continuous improvement actions on processes, tools and customer journeys. Collaborate closely with internal departments as well as with external partners. Participate in the definition and deployment of the department's development strategy Ensure reporting to management and contribute to the budget management of the activity. Profile: Confirmed experience of at least 10 years in a management position within a Contact Center, a service environment or retail Solid experience in operational performance management, resource planning and budget management. Good mastery of CRM and ERP environments as well as reporting tools Experience in project management and change management appreciated Perfect mastery of French, German and English. Recognized leadership, customer service sense and strong results-oriented approach. Analytical mind, structured and ability to unite teams around common objectives. Job conditions: This position is based in Nyon Possibility of teleworking up to two days a week Function with national and international dimension. This function involves occasional travel. Some flexibility is therefore required. jpidbc86442jm jit0626jm jiy26jm