Want to do the best work of your life? With 24 million customers in 6 countries, make your mark at Europe`s leading media and entertainment brand. A workplace where you can proudly be yourself; our people make Sky a truly exciting and inclusive place to work.
„Managing service providers is a combination of understanding partnership and ensuring contractual obligations. Every day there are new challenges and at the same time you have to implement projects independently to achieve longer-term goals. The focus is always on a positive customer experience. If you want to face this tightrope while being able to identify where we can improve our customer service, then this is the right job for you.“ – Paul Zidek, Director Vendor Management
Please be advised: Due to our international corporate culture, we publish all our job advertisements in English. Nevertheless a significant part of this job will be in German.
What you’ll do
- You're responsible for managing and improving the performance of the call centre service providers and for developing a sustainable strategy to ensure the most cost-effective allocation of resources to the service providers
- Your job is the independent management of cross-divisional projects, such as the development of a new call centre
- Above all, the development, optimisation and implementation of remuneration models for service providers and customer advisors, especially with regard to sales efficiency and quality, is part of your daily business
- You'll drive the ongoing analysis and identification of fields of action and the resulting cooperation with other departments and participate in cross-group exchange meetings and projects
- You'll take on tasks ranging from drafting service provider contracts to ensure the best possible achievement of our goals, to ensuring compliance with Sky-specific guidelines and the flow of communication with service providers
- No day is the same – you'll play a key role in setting KPI targets for each service provider and developing the necessary tools and standards to monitor and improve KPIs
- You're taking care of the billing, the provisioning and the budget calculation on an agency basis
What you’ll bring
- You've a degree in business administration or comparable education and training and at least 6-8 years of experience in customer service, ideally in a call centre and/or service provider management
- You've already gained relevant experience in the responsibility of budget planning, compliance and implementation
- Your very high level of competence in analysing call centre key figures in the areas of resources, quality and sales distinguishes you
- You'll bring competence in coordinating complex situations/problems with other departments and finding cross-departmental solutions
- You describe yourself as a flexible and resilient teammate with a solution-oriented way of working, high motivation and initiative
- Your excellent communication and presentation skills as well as strong analytical skills and good logical thinking are among your strengths
- MS Office skills (Excel, Word, PowerPoint) as well as knowledge of IT & Office systems and project management are a matter of course for you, as are negotiating skills and a high degree of willingness to travel
- A good command of written and spoken English & German to communicate confidently in an international environment rounds off your profile
Our benefits:
At Sky, we'll give you our full support, so you'll be all set to achieve your best. Our range of rewards really are something special, here are just a few:
At Sky, we'll give you our full support, so you'll be all set to achieve your best. Our range of rewards really are something special, here are just a few:
- Free Sky Q
- Flexible working
- Company pension scheme
- Sky Company Bike
Inclusion:
We're proud to be an equal opportunity employer.
It is important to us to provide a fair and equal workplace for everyone. We strongly believe that a culture of diversity allows us to grow together and encourages creativity and innovation. Therefore, we will consider all qualified applications – regardless of gender, nationality, ethnic and social origin, religion/belief, disability, age, sexual orientation and identity.
Why wait?
Apply now to build an amazing career and be part of a brilliant team. We can't wait to hear from you. We're also happy to accept your application in German.
To find out more about working with us, search #WirbeiSky or #LifeatSky on social media.
A job you love to talk about.
Sky Deutschland GmbH
People & Organisation
Your Contact: Simone Witzigmann
People & Organisation
Your Contact: Simone Witzigmann
Unlimited
Munich
Customer Service
February 10, 2023
5648 003780 N01
© 2021 Sky Deutschland
