Projektleiter Customer Service / Account Management BPO (m/w/d)

We are looking for an experienced developer...

Du kennst die Welt der Kundenservice-Dienstleister? Du hast bereits Projekte, Accounts oder operative Kundenservice-Teams gesteuert und weißt, worauf es im Tagesgeschäft wirklich ankommt? Du kannst mit Auftraggebern professionell kommunizieren, Kennzahlen einordnen, Teams koordinieren und auch dann ruhig bleiben, wenn es dynamisch wird?

Dann passt Du sehr gut zu uns.

The hey contact heroes GmbH is a growing Customer-Service-Dienstleister with its seat in Hamburg. We support prominent companies with modern Kundenservice-Lösungen – telefonisch, schriftlich, digital, mehrsprachig and flexibel. Our Team works mainly remote and connects professional processes with a pragmatic, partnership-based working method.

Zur Verstärkung unseres Projektmanagements suchen wir ab sofort eine erfahrene Persönlichkeit als:

Projektleiter Customer Service / Account Management BPO (m/w/d)

Your Role

As Project Manager, you are responsible for the operational and financial management of selected customer projects. You are the central interface between clients, internal teams, team leaders, Workforce Management, Training, Quality Management, and Executive Management.

You ensure that projects run smoothly, customers are well taken care of, key figures match, and operational challenges are recognized and resolved early on.

Aufgaben

Your Tasks:

• Responsibility for the operational management of customer service projects
• Briefing and consulting our clients in ongoing project business
• Satisfaction with quality, service level, availability, productivity, and customer satisfaction
• Steering internal project teams, team leaders, and relevant departments
• Preliminary preparation and implementation of regular meetings, jour fixes, QBRs, and project meetings
• Preparation and presentation of reports, analyses, presentations, and decision-making documents
• Deduction of measures from KPIs, customer feedback, quality data, and operational developments
• Coordination of ramp-ups, project starts, process changes, and special actions
• Tight cooperation with Training, Quality Assurance, Workforce Management, Recruiting, and Operations
• Maintenance of project plans, task lists, documentation, and process records
• Support in offer processes, expansions, change requests, and sales topics in the existing customer business
• Eskalation management for operational or communicative challenges
• Ongoing development of processes, workflows, and customer relationships

Qualifikation

You bring with you:

We are looking specifically for someone with relevant experience in the customer service field.

You bring with you:

• At least 2 years of professional experience in a leadership, project management, account management, or control function in customer service
• Experience at a Customer-Service-Dienstleister, Contact-Center-Dienstleister, BPO-Anbieter or on the client side in the steering of external customer service providers
• Very good understanding of operational key figures such as service level, availability, AHT, productivity, quality, forecast, capacity development, and volume development
• Experience in communication with clients, service providers, internal stakeholders or management levels
• Structured, solution-oriented, and binding working method
• Very good organizational skills and a sense of priorities
• Sovereign appearance in meetings, presentations, and escalation situations
• Very good German language skills in writing and speaking
• Familiarity with digital tools, tables, presentations, video calls, and project management methods
• Pleasure in taking responsibility and actively shaping projects

That would be nice:

• Experience in the BPO-, Contact-Center- or Outsourcing-field
• Experience with Workforce Management, Quality Management or Training processes
• Experience with CRM-, Ticket-, Telephone- or Contact-Center-systems
• Basic understanding of financial project management, billing and project calculation
• English language skills or experience in international customer service projects

Benefits

We offer you:

At hey contact heroes, you will get a responsible role in a growing company with short decision-making paths, modern working methods and a strong team.

You can expect:

• 100% remote work from home
• Unlimited employment contract
• 30 days of vacation
• 35 days of vacation after 5 years of company affiliation
• A responsible project management role with direct customer contact
• Fascinating customer service projects from various industries
• Modern digital collaboration without rigid corporate structures
• Short decision-making paths and direct exchange with the executive board
• A collegial, pragmatic and solution-oriented team
• Much scope for action in operational project management
• Trust, self-responsibility and the opportunity to actively bring forward topics
• A company culture that values reliability, clarity and teamwork
• Ongoing development opportunities in a growing customer service company

Workplace

This position is 100% remote from home. You work digitally with our internal teams, clients, and project participants. Regular communication via video call, phone, chat, and email is self-evident.

About us

hey contact heroes stands for modern, flexible, and professional customer service. We support companies in reliably, scalable, and humanly shaping customer dialogue – across various channels, languages, and locations.

We grow, develop new projects, and are looking for people who do not just manage, but take responsibility, think ahead, and want to shape good customer service projects together with us.

Sounds like your next challenge?

Then we look forward to receiving your application.

Please send us your CV and a few lines about which experiences you bring from the customer service-, BPO-, project management- or service provider-steering field.

We look forward to getting to know you.