OverviewAt 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, and analytical professional with a proven passion for driving results to join our team as Head of Customer Service Front Line and II Level. In this pivotal role, you will own the operational performance of our Flanker Brands first and second-level Customer Service teams, and manage the commercial and contractual relationships with our outsourcing partners.ResponsibilitiesLead a diverse team comprising partner managers, steering and operational experts (both internal and external)Oversee all contact center operations for both first and second-level support for Yallo and Lebara customersEnsure the successful achievement of core quality and customer satisfaction KPIs, including line availability, first call resolution, NPSLead Care2Sales initiatives, driving sales targets across all productsManage commercial and contractual relations with outsourcing partners, including price negotiations, definition and management of SLAs, and bonus/malus scheme execution. Define and implement a successful partner landscape strategyIdentify and implement operational process improvements, leveraging digital and AI capabilities where appropriateOversee and manage a multi-million Opex budget, ensuring efficient and effective use of resourcesQualificationsMinimum of 10 years’ experience in similar leadership roles (Operational Contact Center Management, Outsourcing/Service Partner Management)Demonstrated track record of achieving quality, efficiency, and sales KPIsExperience managing contracts, commercials, and/or profit and loss (P&L) responsibilitiesStrong leadership skills, with the ability to influence direct teams and external service partnersExperience in the telecommunications industry is highly preferredExcellent proficiency in both German and English; additional language skills are a plusAt 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!#ChallengersWantedInformation for agencies: Application dossiers sent or uploaded by placement agencies or similar are not desired, will therefore not be considered and will be deleted.
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