Aufgaben The Mercedes-Benz BDC Operations Supervisor is responsible for the daily oversight of all outsourced BDC operations through our 3rd party vendor. The goal is to manage the supplier with key performance indicators KPIs and maintain a level of accuracy handling times quality and satisfaction with our call center which services sales and service.- Deliver a branded-customer experience focusing on hospitality concierge knowledge support and care of our clients.- Service requests through 3rd party for customers on product sales inquiries appointment setting complaint resolution inbound and outbound calling lead management qualification sales appointment requests special events recall campaigns and proactive sales follow-up and conquests.- Oversee expenses and billing from 3rd party- Report and improvement efforts with quality metrics where necessary during executive management meetings- Improve overall quality by understanding and measuring why customers are calling and look for proactive ways to mitigate and reduceimprove services through technology knowledge training communication etc.- Work with all departments on process definition and scope for supplierThe salary range for this position is 80000 - 90000 Qualifikationen Preferred candidate must have a minimum of 5 years call center experience in a supervisory team lead or other management role. Must be focused on customer resolution employee satisfaction and skilled in management by KPI.Bachelors degree in marketing communication management or related job experience for luxury manufacturer BDC call center or service center.Must have a passion for hospitality elevating the customer experience and building a luxury brand experienceMaintain a professional code of conduct at all times