Operations Manager, DACH

The Role

The Operations Manager is accountable for overseeing daily call centre operations to ensure service performance targets and contractual SLAs are consistently met. The role is responsible for workforce scheduling, performance monitoring, process implementation, and ensuring compliance with company policies and labour regulations.

In addition, the Operations Manager acts as the primary escalation point for operational issues, prepares regular performance reports, and provides coaching and supervision to maintain a motivated and high-performing team. This position plays a key role in driving operational efficiency, service quality and client satisfaction.

Key responsibilities

• Oversee daily operations, ensuring performance targets and SLAs are consistently achieved
• Monitor and analyse call centre performance data (e.g., call volume, handling time, agent productivity, service level) to identify trends, risks, and opportunities for improvement
• Prepare and present regular performance reports and analysis
• Own workforce scheduling to ensure optimal staffing coverage across shifts in line with business demand
• Lead the implementation of new processes, tools, and projects to enhance operational efficiency and service quality
• Coordinate agent recruitment activities according to operational needs and hiring forecasts – together with Team Leads
• Work closely with Team Leads to set achievable performance goals for agents, ensuring alignment with overall call centre objectives
• Prepare and process monthly payroll for call centre agents, ensuring accuracy and adherence to company policies and relevant labour laws

Our Brand Values

• We are powered by our people
• We delight our customers
• We make it happen
• We are always learning
• We are One Team

Knowledge & Skills:

• Fluency in German with very good English skills
• Proven experience in call centre or service delivery management
• Excellent analytical and problem-solving abilities, with the ability to work in a fast-paced environment
• Solid knowledge of workforce planning, scheduling, and labour regulations
• Experience with process improvement and project implementation