WORX TOOLS

Contact Center Coordinator

WORX TOOLS

full-time

Posted on:

Location Type: Hybrid

Location: Köln • Germany

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Tech Stack

Tableau

About the role

  • You are responsible for the performance and quality of our BPO customer support partners and for ensuring compliance with all SLAs.
  • As the central interface, you manage escalations, quality assurance and continuous improvements based on relevant KPIs.
  • Performance monitoring: Analyze and monitor daily, weekly and monthly KPIs such as CSAT, AHT, First Response Time and QA scores to ensure agreed SLAs are met.
  • Primary contact: First point of contact for the BPO leadership team regarding operational blockers, system outages or policy clarifications.
  • Capacity & planning: Work closely with the BPO’s workforce management team to ensure demand-driven staffing and planning.
  • Quality & consistency: Plan and conduct regular calibration sessions with the BPO’s quality analysts to ensure consistent evaluation and brand voice.
  • You drive knowledge transfer: Coordinate and support rollouts of new processes, product updates and policy changes, including verification of implementation.
  • Analysis & improvement: Identify trends in complaints or declining CSAT and derive and implement corrective action plans together with the BPO.
  • Escalation management: Take over and resolve complex customer escalations that lie beyond the BPO’s authority.
  • You create feedback loops: Consolidate insights from the BPO (customer pain points, product defects) and deliver them in a structured way to internal product and engineering teams.
  • Administrative support (optional): Assist with reviewing BPO invoices based on hours, staffing and performance reports.

Requirements

  • Customer support experience: At least 2 years of professional experience in customer service, ideally including at least 1 year working with external service providers or BPOs.
  • Data-driven: Confident use of KPIs, analyses and trend identification; strong skills in Excel or Google Sheets (pivot tables, VLOOKUP/HLOOKUP) and experience with BI tools such as Tableau or Looker.
  • Strong communicator: Excellent written and verbal communication skills and the ability to provide feedback clearly, constructively and in a collaborative manner.
  • Tech-savvy: Experience with common helpdesk and contact center systems such as HubSpot, Zendesk, Salesforce or Twilio.
  • International collaboration: Experience working with cross-functional and intercultural teams and an understanding of nearshore and offshore setups.
  • Language skills: Native-level German or French plus very good English skills, both written and spoken.
Benefits
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Applicant Tracking System Keywords

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Hard Skills & Tools
customer support experienceKPI analysistrend identificationExcelGoogle SheetsTableauLookercalibration sessionsperformance monitoringcorrective action plans
Soft Skills
strong communicatorcollaborative feedbackproblem-solvingescalation managementadministrative supportcapacity planningknowledge transferquality assuranceintercultural collaborationanalytical thinking