Description

In this role, you will oversee contact center operations and manage strategic partnerships, ensuring high-quality service and customer satisfaction. Your day-to-day responsibilities will include driving sales initiatives, negotiating contracts, and implementing process improvements.

Requirements

• •Bachelor’s degree in Business Administration, Marketing, or related field
• •3–5 years of experience in partner or account management
• •Strong understanding of telecommunications services
• •Solid analytical skills
• •Experience in data analysis, market research, CRM tools, and partnership management systems
• •Excellent communication and interpersonal skills
• •Strong negotiation and conflict resolution capabilities
• •Strong time management skills
• •Excellent proficiency in German and English
• •French/Italian language skills are a plus

Tasks

• •Oversee contact center operations for Flanker Brands
• •Manage capacity planning and delivery for service partners
• •Ensure operational performance for approximately 50–100 FTEs
• •Achieve core quality and customer satisfaction KPIs
• •Lead Care-to-Sales initiatives to drive sales performance
• •Manage commercial and contractual relationships with partners
• •Negotiate prices and define SLAs with outsourcing partners
• •Implement operational process improvements using digital and AI
• •Support management of a multi-million-CHF OPEX budget