Customer service manager | Prague

Help us create an outstanding customer experience. Do you enjoy leading teams, improving processes and making a real difference to customer satisfaction? Do you thrive in a dynamic, international environment? We are looking for a Customer Service Manager to oversee our partnerships with external contact centres and help us deliver first-class customer support across multiple markets. You will work closely with internal teams, external partners and international brand teams to improve performance, resolve issues and ensure our customers receive the best possible support. WHAT WILL YOU BE RESPONSIBLE FOR? Contact Centre Operations Management Overseeing the day-to-day operations of our external contact centres. Building a strong partnership with our customer service provider in Poland and supporting its continued development. Visiting our partner’s office in Warsaw on a monthly basis to review performance, strengthen collaboration and identify opportunities for improvement. Monitoring service levels and key performance indicators (KPIs). Ensuring customer enquiries are handled promptly and to a high standard. Working with different teams to resolve operational issues quickly and effectively. Performance Improvement Monitoring KPIs such as Service Level, quality, productivity, Customer Satisfaction and First Contact Resolution (FCR). Identifying areas for improvement and supporting the implementation of new solutions. Optimising processes and continuously enhancing the customer experience. Supporting the development of chatbots and automation-focused projects. Ensuring High Quality Standards Monitoring quality results and customer feedback. Reviewing quality audits and overseeing the implementation of corrective actions. Supporting contact centre teams through coaching and the sharing of best practices. Ensuring compliance with company processes while continuously looking for ways to improve them. Building Strong Partnerships with Our Brands Working closely with the headquarters teams of Massimo Dutti, Stradivarius, Bershka, Pull&Bear and Zara Home to ensure a consistent customer experience that reflects the identity and values of each brand. Representing Customer Service in cross-functional projects and helping strengthen our brands through outstanding customer support. Travelling to brand headquarters as required for business meetings, projects and other commercial initiatives. Capacity Planning Preparing monthly workload and staffing forecasts. Working with outsourcing partners on recruitment planning. Supporting the business in preparing for peak trading periods such as sales and Black Friday. Monitoring staffing levels and recommending any necessary adjustments. Vendor and Budget Management Building long-term relationships with external partners operating our contact centres. Evaluating vendor performance and supporting regular business reviews. Reviewing invoices, costs and budgets. Supporting contract renewals and participating in negotiations on contractual terms. Reporting Preparing weekly and monthly performance reports. Regularly sharing performance updates with company management. Analysing data, identifying trends and recommending actions to drive improvement. WHO ARE WE LOOKING FOR? You have experience in customer service or contact centre management. You have proven experience leading a team or working in a management role. You are confident analysing data, paying attention to detail and finding effective solutions. Experience working with external vendors or outsourcing partners is an advantage. You are proficient in Microsoft Excel and other MS Office applications. You are fluent in English and Czech or Slovak. Knowledge of Spanish is a strong advantage. You are customer-focused, proactive and always looking for opportunities to improve. You are willing to travel regularly – every month to Warsaw and occasionally to the headquarters of our individual brands. WHY JOIN US? You will work in a dynamic, international environment. You will collaborate with global teams and iconic Inditex brands. You will build strong partnerships across countries and departments. You will lead exciting projects and play an active role in improving the customer experience. You will have opportunities to grow professionally and work with colleagues from different countries. Every day, you will have a real impact on our business and on the satisfaction of our customers.