Head of Front Line & II Level 80-100%

At 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.

YOUR CHALLENGE:

• Lead 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 customers
• Ensure the successful achievement of core quality and customer satisfaction KPIs, including line availability, first call resolution, NPS
• Lead Care2Sales initiatives, driving sales targets across all products
• Manage 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 strategy
• Identify and implement operational process improvements, leveraging digital and AI capabilities where appropriate
• Oversee and manage a multi-million Opex budget, ensuring efficient and effective use of resources
   

YOUR SKILLS:

• Minimum 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 KPIs
• Experience managing contracts, commercials, and/or profit and loss (P&L) responsibilities
• Strong leadership skills, with the ability to influence direct teams and external service partners
• Experience in the telecommunications industry is highly preferred
• Excellent proficiency in both German and English; additional language skills are a plus
   

At 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!

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