Contact Center Manager

Overview

Boßler Werkzeug- und Formenbau GmbH is a specialized company in the mining and metals sector, with roots in precision tooling and mold construction. Based in Kümmersbruck, Germany, the company supports industrial clients with high-quality, technically demanding solutions. Team members work in an environment that values craftsmanship, reliability, and continuous improvement. The organization offers opportunities to contribute to complex manufacturing processes and to collaborate closely with operational and technical teams. Applicants can expect a stable, industry-focused workplace with a strong emphasis on quality and customer satisfaction.

Role

The Contact Center Manager is a full-time, on-site role located in Sulzbach-Rosenberg. This role is responsible for leading the contact center team, overseeing daily operations, and ensuring that all customer inquiries, service requests, and issue resolutions are handled efficiently and professionally. The Contact Center Manager monitors performance metrics, implements process improvements, and coordinates schedules to maintain consistent service levels. Day-to-day tasks include coaching team members, managing escalations, collaborating with other departments to resolve complex cases, and preparing reports on customer satisfaction and operational performance. The role also involves contributing to service standards, optimizing workflows, and supporting the development of customer-focused best practices.

Qualifications

• Demonstrated experience in Contact Center Management and Contact Center Operations, including team leadership and performance oversight.
• Strong Customer Service and Customer Satisfaction skills, with a track record of maintaining high service standards and resolving complex issues.
• Analytical Skills to interpret data, monitor KPIs, and identify opportunities for process and service improvements.
• Excellent communication and interpersonal skills, with the ability to coach staff and collaborate across departments.
• Previous experience in an industrial, manufacturing, or technical environment is an advantage.
• Proficiency with contact center software, CRM systems, and standard office applications.
• Ability to work on-site in Sulzbach-Rosenberg and manage a fast-paced operational environment.
• Relevant vocational training or degree in business, management, or a related field preferred.