Customer Service - Berlin, Deutschland - On

Geprüftes Unternehmen

Berlin, Deutschland

vor 3 Wochen

Geschrieben von:

Lena Wagner

beBee Recruiter

Beschreibung

At a Glance:

Our Europe happiness delivery team is growing, just like On, and with this comes the exciting opportunity to become a BPO Lead EMEA

As a BPO Lead your mission is to manage our hybrid setup of in-office and outsourced teams within EMEA region.

You will be a key player & the link in streamlining the cooperation between in house and ou outsourced teams for our B2B and B2C line of businesses across EMEA.

You will also be the champion in supporting the regional teams in implementing & piloting new initiatives and processes.

You will deliver the WOW by acting as a role model and spreading the On spirit across all our teams.

Your Team:

Happiness is the only thing that multiplies when shared.

So, take the chance and deliver happiness all day, every day at On You will work in a team-player Team, which loves new challenges and where happiness is part of their DNA.

If you want to take every opportunity to WOW our customers, our team and On - we would be happy to write stories together.

Your Mission:

Facilitates & performs as functional bridge for the dayto day delivery coordination between Inhouse & Vendor leads
Attend the function B2B & B2C Weekly calls & facilitate the cooperations amongst both teams
Support Coaching & QA team in terms of training, refreshers coordination & QA framework/loop implementation
Support BPO Lead in WBR Improvement & QBR setting
Monitor Shared-Services Program Performance and support BPO lead in driving continuous improvement
Monitor staffing requirement vs business reality at the BPO Level & coordinate with WFM for further analysis, responsible for sharedservices Joiners-MoversLeavers Process
Coimplement and reinforce inhouse & shared services communication framework & escalation process
Support in the implementation of strategic expansions/growth initiatives

Your Story:

Strong communication & coordination skills
Critical mindset with a strong problem solving skills & attention to details
Proven knowledge of Customer Experience & Service Management, especially in multihubs environment
Experience in managing teams and stakeholders in a fast scaling environment
Ideally 12 years experience in Vendor Management
Business fluency in English. Any other European languages a big plus
Flexible to travel on occasion

What we offer:

We offer a dynamic, challenging and sportive environment that has been ranked as the 'fastest growing sports company' of its time.

With offices across the globe, we are an international team who is hungry to innovate and build something incredible. We foster an active environment where each individual thrives for excellence and can achieve their full potential.

This is where your work matters, you're hands-on and your team members are amongst the very best in their respective disciplines and fields.

On is an Equal Opportunity Employer. We are committed to creating a work environment that is fair and inclusive, where all decisions related to recruitment, advancement, and retention are free of discrimination._