Contact Centre Manager

🚨 CALL CENTRE OPERATIONS LEADER | GERMANY | FREELANCE → PERMANENT 🚨

We're partnering with a global leader in healthcare technology and customer care , renowned for transforming customer experiences through innovative solutions, technology and high-quality service.

As they continue to develop their European customer operations, they're looking for an experienced Call Centre Operations Manager to lead performance, customer experience and operational excellence across multiple locations in Germany and Hungary .

This is an initial 3-month freelance contract , with a genuine opportunity to transition into a permanent position after the initial period.

📍 Location & Travel

This is a fully onsite role , requiring regular travel across the following locations:

• Bremen: 40%
• Hamburg: 15%
• Magdeburg: 15%
• Essen: 15%
• Budapest, Hungary: 15%

The successful candidate must be comfortable travelling regularly between these locations.

💼 The Role

• Position: Call Centre Operations Manager
• Location: Germany, with travel to Hungary
• Working Model: Fully onsite
• Contract: 3-month freelance contract
• Permanent Opportunity: Permanent contract offered after the initial 3 months
• Start Date: October 2026
• Languages: Fluent German & English
• Interview Process: 2–3 stages
• Hiring Process: Fast-moving

What You'll Be Doing

• Lead inbound and outbound call centre operations across multiple locations.
• Drive operational performance, customer satisfaction and service quality.
• Manage and develop relationships with outsourced contact centre providers.
• Monitor KPIs, SLAs, quality standards and overall operational performance.
• Identify opportunities to improve efficiency, customer experience and conversion rates.
• Lead process improvement and operational transformation initiatives.
• Develop and implement call monitoring and quality assurance frameworks.
• Support organisational change, training and the development of high-performing teams.
• Work closely with internal stakeholders and external partners across multiple countries.
• Analyse operational data and use insights to improve performance and decision-making.
• Ensure consistent customer service standards across all locations.
• Act as a senior operational point of contact for customer experience and contact centre activities.

We're Looking For Someone With:

• 10+ years' experience managing medium to large-scale call centre/contact centre operations.
• Strong experience managing outsourced contact centre providers .
• Experience launching, transitioning or managing new customer service sites or operations.
• Proven leadership experience with a track record of developing high-performing teams.
• Strong understanding of contact centre technologies such as Genesys, Five9, Vocalcom, Avaya, Amazon Connect , or similar platforms.
• Experience with inbound and outbound contact centre operations.
• Experience with outbound sales, appointment generation or conversion-focused programmes is highly desirable.
• Strong understanding of KPIs, SLAs, quality management and operational performance .
• A data-driven approach, with strong Excel, PowerPoint and business intelligence skills.
• Experience using technology and AI tools to improve operational performance is advantageous.
• Strong process improvement and change management experience.
• Excellent communication and stakeholder management skills.
• Fluent German and English , both written and spoken.
• Willingness and ability to travel regularly across Germany and to Budapest .
• A hands-on leadership approach, with the ability to operate strategically while remaining close to day-to-day operations.

🚀 Why Consider This Opportunity?

• Start in October 2026 .
• Initial 3-month freelance contract .
• Genuine opportunity to transition into a permanent position after 3 months .
• Senior leadership opportunity across multiple European locations.
• Opportunity to lead operational transformation and customer experience initiatives.
• Fast-moving interview and hiring process.
• Work with a global organisation operating at scale within healthcare technology and customer care.

📩 Interested? Contact [email protected] to learn more about this fantastic opportunity!