Customer Service Partner Manager 80-100%

vor 3 Wochen

Zurich Headquarter, Schweiz Sunrise GmbH Vollzeit

At Sunrise, we think bigger, go further and create new ideas. For us working culture means achieving great things together. It's where respect and innovative ideas combine with real teamwork - every voice counts, every perspective makes us stronger. Our passion spurs us on to try new things and grow continuously. Sound like you? Then join our success story. We are seeking a proactive, customer-focused, dynamic, and results-oriented Customer Service Partner Manager to join our Flanker Brands team. In this pivotal role, you will manage and develop strategic outsourcing partnerships and take full ownership of their operational performance. The role requires a strong combination of analytical capability, interpersonal skills, and stakeholder management, as well as the ability to work cross-functionally within complex organizations. YOUR CHALLENGE: - Oversee contact center operations for Flanker Brands across assigned outsourcing partners - Own capacity planning and delivery, operations, change, and contract management for designated service partners (approximately 50-100 FTEs) - Exercise full management authority with service partners to achieve core quality and customer satisfaction KPIs, including line availability, first-call resolution, and NPS - Lead Care-to-Sales initiatives, driving sales performance across all product lines - Manage commercial and contractual relationships with outsourcing partners, including price negotiations, SLA definition and governance, and bonus/malus scheme execution - Identify and implement operational process improvements, leveraging digital and AI capabilities where appropriate - Support the unit in managing a multi-million-CHF OPEX budget, ensuring efficient and effective use of resources YOUR SKILLS: - Bachelor's degree in Business Administration, Marketing, or a related field - 3-5 years of proven experience in partner or account management, preferably within the telecommunications and/or customer service industry - Strong understanding of telecommunications services and customer care operations - Solid analytical skills, with experience in data analysis, market research, CRM tools, and partnership management systems - Excellent communication and interpersonal skills, complemented by strong negotiation and conflict resolution capabilities - Strong time management skills, with the ability to prioritize effectively in a dynamic environment - Excellent proficiency in both German and English; French/Italian are a plus At Sunrise, you'll be working in a dynamic and multinational environment where every voice is heard, perspectives are shared and values are lived. Diversity isn't just a program for us, it's part of our DNA. By celebrating our differences, we achieve great things together. Sunrise has partnered with «Advance - Gender Equality in Business». We've also been awarded the Swiss LGBTI label and «Fair-ON-Pay Advanced» certification as recognition for offering all our employees equal pay for work of equal value. Ready to rise to the challenge? Then join the team and actively shape our future #ChallengersWanted Information for agencies: Application dossiers sent or uploaded by placement agencies or similar are not desired, will therefore not be considered and will be deleted. #LI-NF1

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