Curious what this is all about? Let's dive right in:
- You steer the daily performance of our external hotline service providers, so customers and installers get fast and helpful support.
- You define and refine service standards, SLAs, targets and escalation procedures, and track KPIs such as answer rate, speed of answer, abandonment rate, first-contact resolution and customer satisfaction.
- You run regular performance reviews with providers, spot gaps and agree on corrective and preventive action plans.
- You work hand in hand with technical support and service operations, so complex cases reach the right team without delay.
- You turn call volumes, peak-hour demand, complaints and service trends into dashboards, management reports and smarter resource planning.
- You drive continuous improvement across hotline systems, CRM, ticketing, call routing and monitoring tools, and share customer insights with teams across after-sales.
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