Customer Service Excellence Manager

Job summary

This role focuses on establishing and leading a global center of excellence for contact centers within the Hearing Care division. The manager will define and govern global standards to enhance performance and customer experiences across various markets.

Qualifications

• Experience in a global or multi-regional environment, preferably in contact center management or customer experience.
• Familiarity with contact center platforms such as Genesys Cloud or D365 Contact Center is advantageous.
• Proven ability to drive standardization and implement new processes.
• Strong analytical skills for reporting and forecasting.
• Experience in stakeholder management and leading through influence.
• Coaching and facilitation skills for developing teams.
• Understanding of inbound and outbound contact center operations.
• Relevant bachelor’s or master’s degree is a plus.

Responsibilities

• Define the global strategy and roadmap for Contact Center Excellence.
• Develop and maintain best-practice processes, operational guidelines, and performance standards.
• Create a governance framework for efficient global/local collaboration.
• Identify performance gaps and drive improvement initiatives.
• Optimize communication tools and channels to enhance customer interactions.
• Implement monitoring and reporting systems for operational efficiency and performance tracking.
• Develop training programs for contact center managers and agents.
• Foster a knowledge-sharing community across markets.

Skills

• Strong communication skills across cultures.
• Ability to work independently and collaboratively.
• Customer-centric mindset with a focus on efficiency.

Education

• Relevant bachelor’s or master’s degree is preferred.

Tools

• Experience with contact center platforms (e.g., Genesys Cloud, D365 Contact Center) is a plus.