Teamlead (m/f/d) BPO Steering Customer Service

About You - Collins GmbH & Co. KG; Hamburg; Vor Ort; EUR 50.000 - 70.000; Vollzeit

Zusammenfassung

A leading e-commerce company in Hamburg is seeking a Team Lead BPO Steering Customer Service to manage external service providers and oversee daily operations. The ideal candidate has several years of experience in customer service management, strong organizational and communication skills, and a hands-on mindset. This role includes leading a team, implementing strategies, and enhancing overall customer experience. Attractive perks include flexible working hours, employee discounts, professional training, and more.

Leistungen

Sports courses

Exclusive employee discounts

Free drinks

Language courses

Help in the relocation process

Mobility subsidy

Central location

Flexible working hours

Company pension

Professional training

Dog-friendly office

Feedback culture

Job bikes

Qualifikationen

• Several years of relevant experience managing external service providers, especially in customer service.
• Strong customer focus and excellent communication skills.
• Hands‑on mindset with strong organizational abilities.

Aufgaben

• Lead the steering team, managing and coordinating external customer service partners.
• Implement budget-related BPO strategies.
• Oversee operational implementation of new technologies.

Kenntnisse

Management of external service providers

Strong customer focus

Excellent communication skills

Problem-solving skills

Organizational abilities

Affinity for e-commerce

Good written and spoken English

Ausbildung

Completed apprenticeship and/or university degree

Jobbeschreibung

Our Customer Service team is responsible for managing our external call centers. The team ensures the best possible customer support and satisfaction and continuously works on improving our service offerings.

As the Team Lead (m/f/d) BPO Steering Customer Service, you and your team are responsible for the complete management of the service providers as well as the day-to-day operations.

Responsibilities

Lead the steering team (both professional and disciplinary leadership)

• Manage, coordinate, and further develop our external customer service partners
• Implement budget-related BPO strategies
• Support the optimization of our service provider landscape
• Oversee the operational implementation of new technologies together with the service providers
• Develop creative ideas to improve the customer experience
• Ensure our high quality standards
• Work closely with the Customer Service team and the Head of Customer Service
• Participate in projects, including international projects

Requirements

Completed apprenticeship and/or university degree

• Several years of relevant experience managing external service providers, especially in customer service
• Affinity for e-commerce
• Strong customer focus and excellent communication skills
• Hands‑on mindset, problem‑solving skills, and strong organizational abilities
• Good written and spoken English
• Willingness to travel internationally (approx. 5-10%)

Sports courses

Exclusive employee discounts

Free drinks

Language courses

Help in the relocation process

Mobility subsidy

Central Location

Flexible Working Hours

Company pension

Professional training

Dog-friendly office

Feedback Culture

Job Bikes

YOU ARE THE CORE OF ABOUT YOU
We take responsibility for creating an inclusive and exceptional environment where all genders, nationalities and ethnicities feel welcomed and accepted exactly as they are. We believe that a diverse workforce essentially contributes to the ABOUT YOU culture. In order to maintain talent and diversity, we emphasize the care for physical health, mental health and overall well‑being. Our values and work ethics essentially contribute to our brand mission: empower acceptance and shape an inclusive, fair and circular fashion culture.

We look forward to receiving your application – preferably online via our application portal. This way we can guarantee a faster process and it is also very easy for you to upload your application documents! :-)

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