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.Company DescriptionJob DescriptionOur Call Center Vendor Management Department is a strategic powerhouse within SIXT, responsible for overseeing relationships with external call center vendors to ensure top-tier service delivery and alignment with business objectives. This department plays a critical role in selecting, contracting, and managing third-party vendors that handle customer interactions, ensuring that quality standards, performance metrics, and compliance requirements are consistently met. Do you want to make a difference and become a part of our vendor management team? Apply now.DO WHAT YOU LOVE:You ensure the quantitative and qualitative excellence of BPOs deliverables and products within agreed KPIs and budgets.You regularly and closely review quality and delivery performance, taking responsibility for performance monitoring.You request and follow up on efforts and measures to develop and continuously improve customer service, ensuring that solutions are identified, solution plans are designed, implemented, and executed in a timely manner.You proactively manage information (reporting) about BPO performance.You manage stakeholder relationships and act as the connecting point for all relevant departments in-house as well as on the BPO side.You assist in the analysis and evaluation of various scenarios regarding BPO performance optimization, such as KPI sets, risk & reward models, and commercial models.QualificationsCOME AS YOU ARE:You have several years of experience in vendor management within a call center or customer service environment.You have knowledge of various aspects of call center operations (e.G., WFM, QM) and industry-specific metrics and performance indicators (e.G., service level, average handle time, NPS, CSAT) as well as the commercial aspects of pricing.You demonstrate excellent communication skills (verbal and written), with the ability to effectively convey information to various stakeholders.You possess strong analytical and problem-solving skills, with the ability to interpret data, trends, and observations to make sound decisions.You have strong interpersonal skills and maintain a strong work ethic with the ability to work independently without detailed supervision.You are business fluent in English; additional language skills (e.G., German, French, Italian, Spanish, Dutch) are a plus.Additional InformationWorking at SIXT not only means creating the future of mobility but also offers personal benefits, including 28 days of vacation, no dress code, a hybrid working model, and flexible working hours. In our modern office, with new equipment, you can stock up on coffee at any time and spend your lunch break with colleagues in the on-site restaurant that provides healthy and delicious food for everyone.Moreover, we offer you a super international working environment, numerous trainings for your individual development, participation in external conferences, and we even organize internal dev & tech talks
