Title: Contact Center Manager
Reports to: Head of After-Sales Europe
Location: Amsterdam, the Netherlands
Company Description
Segway-Ninebot is a global pioneer in high-tech electric mobility, dedicated to revolutionizing how people move. Our mission is to simplify the movement of people and goods, making life more convenient and captivating. Beyond leading innovation in micro-mobility, we are deeply engaged in service robotics and intelligent short-term transportation. With the headquarters stationed in Beijing, China, we focus on research, development, design, and distribution of cutting-edge short-distance transportation solutions. Segway-Ninebot Europe operates with branches in The Netherlands, Spain, France, and Germany.
General Description
The Contact Center Manager is responsible for overseeing the operation and performance of third-party call centres across multiple European countries. This includes managing day-to-day operations, ensuring excellent customer service, handling VOC management, and optimizing processes based on customer feedback. As an Contact Center Manager, you are part of the After-Sales team of Segway-Ninebot and you will report to the Head of After-Sales Europe.
Key Responsibilities
Lead, coach, and manage a team of after-sales hotline agents to deliver exceptional customer service service
Develop and monitor team performance metrics, ensuring efficiency, quality, and customer satisfaction targets are met
Operational Oversight
Oversee daily operations of the after-sales hotline to ensure smooth workflows and timely resolution of customer inquiries and complaints
Analyse call centre data to identify trends, improve processes, and implement corrective actions where needed
Monitoring workforce scheduling and resource allocation to optimize service availability
Conduct regular training sessions to ensure the team is up to date with product knowledge, troubleshooting techniques, and customer service best practices
Provide ongoing coaching and professional development opportunities to team members
Work closely with internal departments (e.g., technical support, logistics, and sales) to ensure efficient handling of escalations and service issues
Monitor customer feedback to identify areas for improvement and propose actionable solutions
Generate regular performance reports for management, highlighting achievements, challenges, and recommendations for improvement
Stay informed about industry trends and customer service innovations to keep our processes and strategies competitive
Qualifications and Skills