

Global Operations Manager (m/f/diverse)
Do you have experience with managing, tracking and analyzing performance KPI’s in the Customer Service industry?
We offer an exciting opportunity of being responsible for ensuring service levels, performance & quality objectives of Lufthansa Airline's Customer Feedback Management (CFM) are meet across all LH InTouch sites.
Facts
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Location
Berlin
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Employment level
Direct entry
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Function
Planning / Organization, Customer service
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Working time
Full time
You are responsible for managing, tracking and analyzing performance KPI’s as set out for CFM in order meet required service levels, performance & quality objectives across LH InTouch sites liaising with Site Operations Managers & local Customer Service Managers.
- Ensure the CFM business is deployed at LH InTouch sites effectively and accurately and observing day to day operations
- Together with the Global Account Manager, act as bridge between Lufthansa’s CFM requirements & LH InTouch operations
- Ensure that systems are in place and are utilized to capture and report on service metrics to all relevant departments
- Responsible for a cost-effective claim handling process that meets quality standards through timely and properly training and coaching of CFM teams
- Proactively analyze data, identify trends and seek room for improvement
- Lead and motivate the respective team
Flight privileges, Jobticket, Service phone, Discounts / shopping, Employee events (summer festivals, participation in sports competitions etc), Health days, Working at home, Flexible working hours, Have a shower, Free snacks / drinks, Employee Assistance Program
- 7+ years’ leadership experience in customer service industry, incl. operations management, preferably Customer Feedback Management
- Tertiary education in business administration or related field or equivalent relevant experience is advantageous
- Knowledge of policies & procedures in Aviation Customer Service Operations as well as support tools utilized
- Demonstrated understanding of Workforce Management principles, systems and/or processes
- Proficient skills with Microsoft Office Suite (Word, Excel, PowerPoint)
- Very good verbal and written communication skills (English & German)
- High leadership competence
- Strategic thinking & analytical planning skills with a result driven approach
- Ability to drive change across complex cross-functional, virtual teams
We help. We smile. We care. We are best at being in touch, be it with colleagues or customers. This is the essence of Lufthansa InTouch: We make someone’s day every day! Our headquarters are based in Berlin. With our network of 6 service centres in 6 different countries, we are the touchpoint between LH Group and their passengers. About 2000 Consultants offer over 200 services in more than 30 languages; they take care of all requests by passengers' flying with LH Group and ensure the highest service quality.
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