Head of Customer Service (m/f/d)

Qualifications

DO WHAT YOU LOVE

• You will be the managerial representative of the customer services teams at the Lisbon site (e.g for the IT or HR teams) 

• Collecting and analyzing call center data for the Lisbon site (turnover ratios, costs, profitability, etc.)  

• Taking responsibility for budgeting and tracking expenditure 

• You’ll make feedback to the other international managers about their team members working from Lisbon

• Intensive interface management with others stakeholder 

• You will direct manage a team of 16 employees based in different sites for our CS Netherland marked. 

• Monitoring and improving processes, telephone calls and other procedures that lead to customer satisfaction and contact avoidance. 

• Evaluation of performance based on key performance indicators (Service level, abandoned rate, AHT, Accuracy, call waiting time, etc.) 

• You will analyze statistics and reports to derive the necessary measures. 

• You manage the productivity of your team through suitable KPIs and employee-orientated motivation and conduct regular performance and quality reviews and appraisals. 

• Developing objectives for day-to-day business in the call center 

• Carry out effective resource planning to maximize the productivity of resources (personnel, technology, etc.) 

• You will take part of the recruitment process to complete your team. 

COME AS YOU ARE

• Proven experience as a call center manager or in a similar position 

• Experience in customer service is a prerequisite. 

• Knowledge of performance evaluation and customer service metrics 

• Experience in basic financial analysis (cost efficiency, cost-benefit, etc.) 

• Confident in using MS Office and call center equipment/software programs. 

• Outstanding communication and interpersonal skills 

• Excellent organizational and leadership skills with problem-solving ability 

• You are native in English

• You have completed an apprenticeship with sound professional experience in direct customer contact, preferably in the Customer Service & Contact Centre or Sales area.  

• You have initial management experience, both technical and disciplinary, as a supervisor, team lead (m/f/d) or in a similar position and see employees (m/f/d) as colleagues with whom you enjoy working in a team. 

• You love analyzing and optimizing structures and work processes and establishing improvements in a team. 

• You are self-motivated, can multitask and work successfully in a fast-paced team environment. 

Additional Information

Working at SIXT not only means creating the future of mobility, but also offers personal benefits. This means especially for you: 28 days of vacation, no dress code, a hybrid working model and flexible working hours. In our modern office, with new equipment, you can stock up on coffee at any time and spend your lunch break with colleagues in the on-site restaurant that provides healthy and delicious food for everyone.  

Moreover, we offer you a super international working environment, numerous trainings for your individual development, participation in external conferences and we even organize internal dev & tech talks. It is very important to us that you can develop personally and grow within our company.  

Furthermore, you can benefit from our Coverflex advantage system. With this system you can select the benefits you want - This way you can decide for yourself what you want to use your benefits for! 

In addition, your colleagues are pretty awesome. Which is important when you spend so much time together, and besides, no wonder when you get a bonus for referring friends as new employees. Otherwise, we live "work hard, play hard" - our parties are legendary! We also demand and promote DiverSIXTy, a corporate culture of acceptance, appreciation, and respect, in which everyone can develop their personality and ideas. 

About us:
We are a leading global mobility service provider with sales of €3.07 billion and around 7,500 employees worldwide. Our mobility platform ONE combines our products SIXT rent (car rental), SIXT share (car sharing), SIXT ride (cab, driver and chauffeur services), SIXT+ (car subscription) and gives our customers access to our fleet of 270,894 vehicles, the services of 1,500 cooperation partners and around 1.5 million drivers worldwide. Together with our franchise partners, we are present in more than 110 countries at 2,098 rental stations. At SIXT, a first-class customer experience and outstanding customer service are our top priorities. We focus on true entrepreneurship and long-term stability and align our