Performance Manager Customer Service (m/f/d)

In your new role at the Cologne location, you are responsible for the holistic performance and KPI management in customer service, including regular analysis and evaluation of figures for management You work closely with central performance management, technical staff, finance, HR, IT and operational service units to ensure stable, efficient and customer-oriented end-to-end control You set standards in operational work management and ensure compliance with the Service Level Agreements (SLAs). In case of target deviations, you conduct proactive and targeted measures in close coordination with the operating areas You support the further development of our control systems through coordinated and effective provision of requirements With effective stakeholder and change management, you promote transparency and make sure that decisions are made data-based and comprehensible

Impressive analytical thinking, high numerical affinity and the ability to prepare complex data structures clearly and understandably Experience in the Call Center / Customer Service Control, ideally including forecasting, budget tracking and operational control 5+ years of experience in financial services environment - insurance experience is a plus Completed study of economics, mathematics, statistics, economic informatics or similar Sovereign handling of common reporting tools (including Power BI, Excel)

Flexible working forms for an optimal balance between work at work and at home Numerous training and learning opportunities to stay fit for everyday work and to enable individual development We support you in your career planning from potential analysis to individual promotion A modern, open and transparent working environment that promotes creativity and team-wide cooperation Whether fitness in the group on site or virtual mindfulness training from home: our diverse health offer supports a healthy work-life balance Bike leasing, discounted Germany ticket and other great benefits