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Call Center Manager (m/f/d)

Posted Oct 08, 2026

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Ecovacs Europe GmbH

Düsseldorf

EnglishGerman is a plus

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Salary (estimate)

Estimate: about €47,000/year

About this job

Your Responsibilities

Call Center Operations

Daily operations management of multi-lingual call centers (German / French / Italian / Nordic / English)
Capacity planning and scheduling for 1.5M+ annual customer interactions

BPO Vendor Management

Performance monitoring of BPO vendor;
Vendor onboarding assessment, contract negotiation, offboarding mechanism
Monthly QBR and annual business review

Cost & Efficiency

Cost per Contact optimization (YoY -10%)
AHT reduction, FCR improvement
Automation rollout (IVR, AI customer service)

SLA Management

Service level monitoring and reporting (80/20 standard)
Exception handling and escalation

Cross-functional Collaboration

Horizontal coordination with Service Quality, Training, Analytics
Global alignment with HQ Service strategy

Your profile

Master's or Bachelor's degree in Business, Operations Management, or related

5-8 years in call center operations, with 3+ years managing BPO vendors

Multi-cultural team management

Salesforce Service Cloud literacy

Fluent English; German / French / Italian a plus

The possibility to work independently in an experienced, vibrant and highly motivated team
To grow with us in a dynamic and fast-growing environment
The chance to develop and implement your own ideas
Attractive salary package
Direct insurance / saving plan
Job ticket or free parking place
Gym support
Employee discount on all ECOVACS products
Fresh fruit, coffee, water and more

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Job facts

Employer: Ecovacs Europe GmbH
Role: Call Center Manager (m/f/d)
City: Düsseldorf
Work mode: not stated
Language: English
Seniority: not stated
Posted: Oct 08, 2026
Source: XING

Company rating

Kununu 4.2
37 reviews
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