Job Opportunities API

Do you want to boost your career and collaborate with expert, talented colleagues to solve and deliver against our clients' most important challenges? We are growing and are looking for people to join our team. You'll be part of an entrepreneurial, high-growth environment of 300.000 employees. Our dynamic organization allows you to work across functional business pillars, contributing your ideas, experiences, diverse thinking, and a strong mindset. Are you ready?  About your role  As a Customer Contact Manager, you will be responsible for overseeing and optimizing customer interaction channels across voice, digital, and self-service platforms. You will lead initiatives to improve customer satisfaction, streamline contact center operations, and ensure consistent service delivery across touchpoints. This role requires a blend of operational leadership, customer-centric thinking, and technology awareness.  Requirements You..  Have a broad business skill set including stakeholder management, problem-solving, and resilience  Have experience in gathering, validating, synthesizing, documenting, and communicating data and information for a range of audiences  Have excellent interpersonal skills and strong written and verbal communication skills in German (C2 proficiency) and English (C2 proficiency), project-related mobility/willingness to travel  Lead the strategy and operations of customer contact channels (phone, email, chat, social media)  Collaborate with IT and business teams to implement contact center technologies and automation  Translate business requirements into functional designs and support customizing of SAP customer interaction processes  Analyze customer interaction data to identify trends, pain points, and improvement opportunities  Advise Product Owners on feasibility, complexity, and business value of customer-facing user stories.  Develop and monitor KPIs for service quality, response time, and customer satisfaction  Manage vendor relationships and ensure SLA compliance  Train and support contact center teams to deliver consistent and empathetic service  Drive continuous improvement through feedback loops and customer journey mapping  Required Qualifications  5+ years of experience in customer service or contact center management  Strong understanding of omnichannel customer engagement strategies  Experience with CRM platforms, ticketing systems, and contact center technologies  Experience with SAP IS-U/UC4G and customer engagement modules in utilities environments  Strong understanding of customer service processes in the energy sector (Strom/Gas), including regulatory compliance  Proven ability to lead teams and manage cross-functional projects  Excellent analytical and communication skills    Preferred Qualifications  Experience in regulated sectors  Familiarity with AI-driven customer service tools (e.g., chatbots, sentiment analysis)  Certification in customer experience (e.g., CCXP) or contact center management  Experience with digital transformation or service design projects  Given that this is just a short snapshot of the role we encourage you to apply even if you don't meet all the requirements listed above. We are looking for team members who strive to make an impact and are eager to learn. If this sounds like you and you feel you have the skills and experience required, then please apply now.   Benefits About your team   Our Energy Practice helps some of the largest global firms and most recognizable brands solve their biggest challenges in today’s age of constant disruption. With diverse services spanning strategy and digital innovation, to omni-channel customer experience, supply chain optimization, we help clients shape and achieve their grow