Employee Management Customer Service Performance & Service Provider Management (m/f/d)

As an energy supplier for Bonn and the region, we, the Stadtwerke Bonn, bear a special responsibility. Sustainability, energy efficiency and investments in the future are three of our cornerstones to achieve the most important goal of the city of Bonn - climate neutrality by 2035. For this we bring 140 years of knowledge and experience with and at the same time the view forward with a passion for innovation. The grouping is based on one of the best collective agreements within the public service (TV-V), in accordance with the collective agreement provisions. You actively shape the future of our customer service and ensure high service quality, manage our external partners and develop innovative solutions for an optimal customer experience together with internal interfaces.

Service provider management: You control our external service providers for the contact channels telephony and font with the aim of ensuring professionally reliable and service-oriented customer experiences. Service control: You are responsible for customer service capacity, volume and performance control and ensure compliance with contractually agreed service levels and quality standards. KPI analysis: You analyze service key figures, evaluate results and derive targeted measures for measurable optimization of service quality and customer satisfaction. Process optimization: You identify optimization potentials, drive the continuous development of customer service and improve processes as well as customer experiences. Quality assurance: You carry out quality analyses and sample checks and derive concrete improvement measures. Standardization: Together with knowledge management, you develop conversation guides, work instructions and quality standards for consistent customer communication.

Professional experience: You have several years of professional experience in customer service or call center environment, ideally in the management of external service providers as well as in the professional management of teams or projects. Qualification: You have successfully completed a commercial training or a study with a focus on economics. Service and quality orientation: You are characterized by a pronounced customer orientation and a high quality awareness. Further development: You bring the motivation to actively shape the future of customer service and to introduce ideas for the further development of processes, campaigns and cooperation with service providers. Communication strength: You convince by a sovereign appearance, communication skills, initiative and solution orientation in cooperation with different contact persons. Flexibility & IT skills: You bring the willingness to occasional missions; Knowledge of SAP IS-U is an advantage.

Fair and attractive overall package: You can look forward to an indefinite employment contract by tariff, special annual payments, 30 days vacation, occupational pensions and asset-effective benefits. Career Boost: Develop with us! Benefit from targeted training that will raise your skills to the next level. Working place: With us you have the opportunity to work flexibly and balanced. With our hybrid work model, you can do your work both in the office and remote within the gliding time and thus optimally shape your work-life balance. Mobility: Beneficiary staff & family tickets, free Welo mines and top leasing offers for bikes & e-bikes. You can also get the Germany Ticket as a cheap job ticket. Health: Benefit from our health program as well as exclusive benefits at the Urban Sports Club - also for your family. .