Jochen Schneider

Site Leader Center of Excellence in Lissabon

Sabbatical

Sabbactical

The key responsibility is to manage a Customer Service Contact Centre with 200 – 400 employees and 3 outsourcers, with the key objective of achieving performance goals, cost targets, and improving quality results in order to optimize customer experience. Further key responsibilities include hiring, team and people development, and managing up to 9 directs, including Operations Managers, Project Manager, Business Analyst, Kaizen Specialist, Workflow/ Capacity Planning Manager, Quality and Facility Manager.

The key responsibility was to manage a Customer Service Contact Centre with 150 - 250 employees as well as an outsourcer. Key objectives and responsibilities corresponded with those of the UK/FR CS Senior Manager at Amazon Ireland.

The key responsibility was to manage the Operation of the Customer Service Contact Centre with 100 – 200 employees in Regensburg. The key objectives corresponded with those of the CS Senior Manager positions. Responsibilities: • Managing up to 200 employees, 7 Team Managers and a Workflow Specialist • Achieving productivity, quality, and cost performance goals • Capacity Planning and Management of Contact Allocation

The key responsibilities were to build and manage a team of specialists including Metrics Analyst, CSnet Editor, CS Liaison and a Technical Support Team. In addition, managed several projects for CS including the launch of new stores for new product lines on the web, and the implementation of a new CS user interface. Responsibilities: • Managing up to 7 direct reports • Managing 4 support function areas

Started as a Call Centre Agent in this start-up company. Took on Management responsibilities after 3 months and managed a small group of Call Centre Agents. Responsibilities: • Achieving sales targets • Creating and extending business relationships with customers

Freelancer for Adidas during studies. The key responsibility was to manage promotional events with Professional Soccer teams and nationwide Media presence on site, and to ensure safety of employees, media, visitors and players. Responsibilities: • Management of events on site • Co-ordination of up to 60 employees and 700 players

Soziologie, BWL, Marketing, Psychologie