Call Center Manager (m/f/d)

Düsseldorf

Full-time

Permanent employee

Your Responsibilities

Call Center Operations

Daily operations management of multi-lingual call centers (German / French / Italian / Nordic / English)
Capacity planning and scheduling for 1.5M+ annual customer interactions

BPO Vendor Management

Performance monitoring of BPO vendor;
Vendor onboarding assessment, contract negotiation, offboarding mechanism
Monthly QBR and annual business review

Cost & Efficiency

Cost per Contact optimization (YoY -10%)
AHT reduction, FCR improvement
Automation rollout (IVR, AI customer service)

SLA Management

Service level monitoring and reporting (80/20 standard)
Exception handling and escalation

Cross-functional Collaboration

Horizontal coordination with Service Quality, Training, Analytics
Global alignment with HQ Service strategy

Your profile

Master's or Bachelor's degree in Business, Operations Management, or related
5-8 years in call center operations, with 3+ years managing BPO vendors
Multi-cultural team management
Salesforce Service Cloud literacy
Fluent English; German / French / Italian a plus

What we offer

The possibility to work independently in an experienced, vibrant and highly motivated team
To grow with us in a dynamic and fast-growing environment
The chance to develop and implement your own ideas
Attractive salary package
Direct insurance / saving plan
Job ticket or free parking place
Gym support
Employee discount on all ECOVACS products
Fresh fruit, coffee, water and more

Contact Us

If you would like to write the future of robotic technology, join our ride and send your full application including your salary expectations and your earliest starting date via the application link.

About us

Long before the “Smart Home” concept became fashionable ECOVACS Robotics (ECOVACS) was already at the forefront of innovation in smart home robotics, exploring new ways for robots to transform homeowners’ lives. ECOVACS’ more than 25 years of work in service robotics has seen the company transformed from a visionary startup into a global corporation with a Mission of Robotics for All. Designed to change the way people live and work, ECOVACS robotics are now being used in over 145 countries and regions around the world.

Our guiding Vision - Advancing robotic technologies to serve the world, to create a holistic ecosystem between human and robotics in lifestyle and production.