Contact Center Manager (m/f/d)

ROBINSON Club GmbH; Burgdorf; Hybrid; EUR 70,000 - 95,000; Full time

Benefits offered by this job

Flexible working time

Remote working

Desk sharing

Training opportunities

Job summary

TUI Hotels & Resorts is seeking a Contact Center Manager to lead and develop our externally operated contact centre across the TUI hotel brands. You will coordinate with internal and external partners to ensure excellent customer advice, optimise sales processes and contribute to online sales growth.

The role requires a degree in business or related field, several years in contact centre management, fluent German and English, and strong stakeholder management with a digital mindset.

Qualifications

• University degree in business administration, business informatics or equivalent; or related commercial training with professional experience.
• Several years of experience in managing contact centres and cross-functional projects.
• Fluent German and English, both written and spoken.

Responsibilities

• Manage and develop contact centre activities with external providers.
• Develop strategies to optimise customer communication, service and sales quality.
• Ensure service levels, availability and quality standards to support online sales.
• Oversee external partners’ performance, quality and budgets.
• Manage digital channels such as web chat and explore new technologies to enhance the customer journey.
• Promote automation and self-service solutions.
• Analyse KPIs and create reports to optimise contact channels.
• Collaborate with internal teams to improve processes and tools.

Skills

Cross-functional management

Contact centre management

Stakeholder management

Analytical thinking

Omnichannel communication

Digital technologies

Education

Business Administration

Business Informatics

Commercial training

Tools

Jira

Microsoft Teams

Google Analytics

MS Office

Job description

For TUI Hotels & Resorts, we are looking for a

Contact Center Manager (m/f/d)

Start as soon as possible or by arrangement | Fixed-term contract for 24 months | Full-time | Hybrid

Make your personality your profession

As Contact Center Manager, you will be responsible for managing, coordinating and continuously developing our externally operated contact centre for the TUI hotel brands. Together with internal and external partners, you will ensure excellent customer advice, optimise sales processes and actively contribute to the further development of our online sales activities.

You Will Carry Out These Tasks With Enthusiasm

• Managing and continuously developing contact centre activities for the TUI hotel brands in collaboration with external service providers.
• Developing and implementing strategies to optimise customer communication as well as service and sales quality across all contact channels.
• Ensuring agreed service levels, availability and quality standards to support online sales.
• Managing, supporting and further developing external service partners, including performance, quality and budget management.
• Taking responsibility for digital contact channels such as web chat, as well as identifying and implementing new technologies to improve the customer journey.
• Promoting automation and digitalisation initiatives, for example through the use of bots, FAQs and other self-service solutions.
• Analysing relevant KPIs and creating and further developing meaningful reports to manage and optimise customer contact channels.
• Working closely with internal departments, product owners and other stakeholders to continuously improve processes, tools and customer experiences.

You Should Bring The Following To The Role

• Successfully completed studies in business administration, business informatics or a comparable field; alternatively, relevant commercial training with corresponding professional experience.
• Several years of experience in managing contact centres as well as in cross-functional and cross-company project management.
• Confident use of MS Office and experience with ticketing and collaboration tools, such as Jira and Microsoft Teams; knowledge of Google Analytics or comparable analytics platforms is an advantage.
• Business-fluent German and fluent English, both written and spoken.
• Strong communication and stakeholder management skills as well as experience working with internal and external partners.
• A strong affinity for digital technologies, omnichannel communication and the continuous development of customer contact channels.
• A structured, solution-oriented and independent way of working, combined with strong analytical thinking skills.

What We Offer

• A role with the world's leading tourism group, offering international career opportunities
• A modern and forward-looking working environment with flexible working time models, remote working and desk sharing
• Comprehensive and personalised training opportunities and programmes
• The chance to work in a highly motivated team and an open, friendly and collegial corporate culture with flat hierarchies and short decision-making processes

We look forward to receiving your application - regardless of your age, gender, nationality, ethnic origin, disability, sexual orientation, religion and/or beliefs.