Customer Service Operations Analyst Customer Service Operations Analyst

BPO Manager

Customer Service BPO Manager

We are looking for a Customer Service BPO Manager who will be responsible for managing our external contact center partner operations.   

About GetYourGuide

With 400+ employees from 45+ nationalities, GetYourGuide is on a mission to turn trips into amazing experiences by helping Customers discover and book the best things to do in a destination. From its founding in 2009, GetYourGuide has grown to be the world's largest online platform for booking travel tours, attractions, and activities.

About the position

As CS BPO Manager, you will take on the responsibility for leading this function as a major part of our global customer service operations. You will execute on our global service strategy by managing, monitoring, and directing our service partners. Our premium vendors play an important role in providing 24/7 multi-language support for our international customers in close collaboration with our inhouse service heroes. With your passion to strive for the highest level of customer satisfaction and operational efficiency, you will champion a world-class customer experience with the overall goal to build customer loyalty and support our strong growth. This role reports to the Customer Service Manager - Operations Support

Your Responsibilities

  • Improve on and expand the existing dedicated BPO management operations function for a global, fast-growing and highly seasonal customer service environment
  • Support strategic planning, budget / tender management and provider evaluation
  • Build quality and service excellence-focused pricing and performance models with our partners
  • Develop a strategic master contract and service agreement framework
  • Daily management of CS partner operations performance, service levels & KPIs
  • Manage world-class BPO quality target goal achievement and benchmarking
  • Establish efficient and accurate reporting, analysis and improvement processes
  • Ensure technical readiness, connectivity and CS tool/platform connectivity with partners
  • Risk & Compliance Management, Disaster Recovery & Response Planning
  • BPO Contract Management & Negotiations
  • Build new CS partner management & coordination team mid-term

Your Profile

  • 2+ years of experience in managing an international multi-language BPO organization
  • Proven track record of successfully defining and implementing state of the art global BPO operations management
  • Proven track record of achieving top customer satisfaction with high efficiency and performance
  • Highly skilled in BPO integration with internal teams
  • Strong record of company culture and value transfer with partners
  • Deep knowledge about global BPO vendor landscape, technology & tools
  • Thorough knowledge of outsourcing procedures, risk management and process standards
  • Highly developed sense of integrity and commitment to customer satisfaction
  • Data and process-oriented approach to solving problems
  • Excellent command of English, further main European languages are a plus (German, Spanish, Italian or French)

Even Better if

  • You worked in the field of online travel, e-commerce or a similar industry
  • You have a good understanding of online marketplace dynamics
  • You have sales management experience

Why work with us

  • Full ownership and responsibility from day one
  • Learn and grow while working alongside an international team with more than 50 nationalities
  • Virtual stock options that make you an integral part of the company’s growth and success
  • GetYourGuide Vouchers... to experience our products for yourself
  • Personal improvement opportunities including German lessons,Yoga, and Meditation Classes
  • Free breakfast and drinks everyday, and fun Fridays with Pizza and Beer
  • GetYourGuide events such as Winter Summits, regular Team events, Christmas & Summer Party
  • The office is located in the heart of lively Kreuzberg  

Curious?

Do you have the skills to do the job, enthusiasm for our vision and fit our culture? Please send us your Resume + Cover Letter in English via our career page. We’re looking forward to hearing from you!

Meet our team and get to know more about their daily work on our blog. Check out “Behind the Scenes with Ballet

 

If you have any questions please do not hesitate to contact us via jobs@getyourguide.com!

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Thanks for applying to our BPO Manager position and welcome to the GetYourGuide Talent Pool!

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