Call Center Operations Manager

Our story was written together with all those who are now our colleagues and those who have once been... They are all part of the Klass Wagen story. We thank every member of our team for their effort on putting the customer first and delivering excellent service.

Customer appreciation for our services has helped us grow year after year and become an international car rental company with offices located in +10 cities around Europe.

About the Company

We’re an international car rental company operating in multiple European countries. Our goal is simple — to make car rental easy, reliable, and customer-focused. We’re growing fast and building a strong team that values clear communication, responsibility, and results.

About the Role

We’re looking for a Call Centre Operations Manager to lead our Customer Care and Booking teams across several countries. You’ll be responsible for performance, service quality, and conversion, working closely with team leaders and management to keep operations running smoothly and customers happy.

Key Responsibilities

• Oversee the daily activity of Customer Care and Booking teams.
• Lead, train, and support Team Leaders and agents across multiple locations.
• Define and improve KPIs such as customer satisfaction, conversion rate, handling time, and first-contact resolution .
• Maintain high service standards and help achieve company sales and service goals.
• Manage escalated customer issues quickly and professionally.
• Work with Operations, HR, and other departments to improve processes and the overall customer experience.
• Identify opportunities for automation and process simplification.
• Prepare regular reports and improvement plans for senior management.
• Ensure compliance with company policies and uphold our service values.

Requirements

Proven results in improving team performance and KPIs .

What We Offer

A collaborative environment where performance and ideas are valued.