Customer Care Manager - FR/DE - 100%

On behalf of one of our clients, a recognized player in the Customer Care Manager On behalf of one of our clients, a recognized player in the customer-oriented services sector, we are looking for their Customer Care Manager, perfectly bilingual in French and German, in order to lead and develop their Customer Care Center. Customer Care Manager \- FR/DE \- 100% Mission: Reporting to a member of the Management, you will be responsible for the operational performance of the Customer Care Center and the continuous optimization of the customer experience and the employee experience. You will ensure the management of a team, while actively contributing to the transformation and improvement of processes. Responsibilities: Lead the daily operations of the customer relations center and guarantee the achievement of performance objectives Supervise, support, and develop managers and their teams (3 people directly, approximately 30 indirectly) Ensure resource planning and optimize operational capacities. Monitor, analyze, and improve key performance indicators (quality of service, customer satisfaction, productivity, conversion rate, etc.). Identify and implement continuous improvement actions on processes, tools, and customer journeys. Collaborate closely with internal departments as well as external partners. Participate in the definition and deployment of the department's development strategy Ensure reporting to management and contribute to the budget management of the activity. Profile: Proven experience of at least 10 years in a management position within a Contact Center, a services environment, or retail Solid experience in driving operational performance, resource planning, and budget management. Good mastery of CRM and ERP environments as well as reporting tools Experience in project management and change management appreciated Perfect mastery of French, German, and English. Recognized leadership, sense of customer service, and strong results orientation. Analytical, structured mindset and ability to unite teams around common objectives. Job conditions: This position is based in Nyon Possibility to telework up to two days per week Function of national and international dimension. This function involves occasional travel. A certain flexibility is therefore required. jpid52cdcc3jm jpit0626jm jpiy26jm