Service Manager German Speaking

Principle duties: Candidates must have experience managing and optimizing live chat or call center operations, ideally within the telecommunications industry., with a demonstrated ability to improve customer service delivery and operational efficiency through these channels.
Responsibilities
1. Project management
- Provide accurate inputs and possible solutions for incoming opportunities to Project Onboarding Executive and Customer Management Department (CMD)
- Make sure new projects are implemented successfully, by:
+ Develop detailed project plan which identifies the needed activities, including resource plan, testing, training plan in order to meet organization goals
+ Coordinate with other relevant people/departments for project testing/UAT
+ Gain sufficient project requirements and transfer the knowledge to related people through training
+ Support/supervise Service Assistant during project running
+ Monitor project on a daily basis and make improvements/adjustments when needed
+ Keep close contact with customers to understand and fulfill their needs, as a result, customer satisfaction can be maintained and improved
2. General management
- Provide accurate and timely information for related departments when required
- Control account portfolio (quality, TAT, productivity) to meet the predefined targets by maintaining close supervision to the projects
- Cooperate with Operations Management unit to have proper resource planning
- Continuously come up with improvement ideas for all projects to reduce processing time and enhance cost efficiency
3. Others
- Ensure other tasks assigned by Senior Service Manager are completed in good quality and delivered as committed
- Escalate to higher management for anything which is beyond authority or poses risks to the projects