Job Description
* Operational Management: Coordination and management of day-to-day operations with our external call center partners, as well as monitoring key KPIs (CSAT, SLAs, AHT, etc.) and deriving actionable recommendations based on reports from various data sources
* Quality Management: Collaboration with service providers and their quality leads to ensure quality standards, customer satisfaction, and other quality-related KPIs
* Ensuring Optimal Performance: Driving BPO performance through motivation and feedback, as well as developing action plans and closely collaborating with overhead management
* Process Optimization: Analysis, evaluation, and continuous improvement of internal and external processes and interfaces
* Collaborative Partnerships: Close alignment with our external partners and internal stakeholders such as Controlling, Tools, and Communications
* Strategic Development: Contributing to the development of the service landscape and managing transitions during partner onboarding and offboarding
* International Communication: Regular communication with our international BPO partners (5–10% willingness to travel)
Qualifications
* Successfully completed commercial training or a degree
* Initial practical experience in e-commerce or customer service
* Experience in quality assurance, training, or coaching
* Strong analytical skills as well as a structured and accurate way of working
* Strong customer focus and excellent communication skills
* Attention to detail and a positive can-do attitude
* Good proficiency in MS Office (especially Excel)
* Very good German and English skills, both written and spoken
* Knowledge of an additional language is a plus
Additional Information
Your perks at a glance: Visit our benefits page .
Simply apply online via our career page - we will get back to you as soon as possible!
A Place Where You Can Be You
We take it as our responsibility to create an environment where everyone feels welcome, exactly as they are.
Different backgrounds and perspectives make us stronger and shape our culture in ways that matter.
What we stand for internally, we stand for as a brand: acceptance, inclusion, and a fairer approach to fashion.