Project Manager – Call centre

Remote Project Manager | Freelance | German Speaking

My client, a large international energy company, are looking for a *German speaking project manager, to manage a team of call centre agents remotely.

They have recently replaced their CRM system and are building a new system landscape, and as a consequence their customer contact management is in a transitional phase. There are now new systems for their call centre agents to work on.

We are in need of an experienced project manager ho can train these agents on a regular basis, developing KPIs for routing inbound calls and focusing on performance-oriented routing projects.

This person will need to:

– Prioritize requirements from the areas of quality management, qualification and call centre routing.

– Write requirements for the scrum team and coordinate with stakeholders (product owners, management etc.)

– Evaluate concepts for regular training courses in call centers

Key Skills and qualifications required;

– Minimum 2-3 years professional experience in project management in a call centre branch

– Knowledge of agile working methods (Scrum)

– Salesforce knowledge

– Experience in customer service/sales

– Analytical thinker (preferably a degree in economics or comparable training)

Remote Project Manager | Freelance | German Speaking

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