BPO & Call Center Operations Specialist (m/f/d)

Stellenbeschreibung:

J&T Express is a fast-growing global logistics company with a strong focus on e-commerce and last-mile delivery. With operations in multiple countries, we are currently building up our network across Germany.

We are not here to maintain systems.

We are here to build them — faster, smarter, and better.

Your Role

As a BPO & Call Center Operations Specialist , you will play a key role in building, managing, and optimizing our customer service operations. You will act as the main interface between our internal teams and external BPO partners, ensuring high service quality, scalable processes, and full compliance with regulatory requirements.

Your Responsibilities

Manage and coordinate external BPO providers and call center partners
Monitor and analyze customer service KPIs (SLA, response time, resolution rate, CSAT)
Ensure service quality, process compliance, and GDPR adherence
Act as a key interface between Operations, Customer Service, Legal/Compliance, and BPO teams
Identify improvement areas and drive continuous optimization initiatives
Support the setup and scaling of customer service operations in Germany
Handle and analyze complaints, claims, and escalation cases
Ensure proper data handling, documentation, and audit readiness
Support reporting and performance tracking for management

Your Profile

Proven experience in BPO management, call center operations, or customer service environments (must-have)
Strong understanding of KPIs, SLAs, and quality management frameworks
Solid knowledge of GDPR and compliance requirements in customer service environments
Hands-on mindset with strong problem-solving skills
Experience in fast-paced environments (logistics, e-commerce, startup is a plus)
Strong communication and stakeholder management skills
Fluent in German and English
Mandarin Chinese is a strong advantage