Customer Service Team Lead

• Leadership of Customer Service Agents and Shift Supervisors
• Ensuring compliance with quality principles, service levels and operational processes
• Analysis of quality, efficiency and performance metrics
• Responsible for recruitment, onboarding, scheduling, shift and vacation planning
• Further development of services and processes

• Completed vocational school or equivalent qualification
• Several years of professional experience, ideally in banking, card services or payments environment
• Solid leadership experience
• Practical experience in a call center, customer interaction center or customer service
• Experience with 24/7 shift operations and workforce management is an advantage
• Process-oriented thinking and responsible approach to work
• Analytical and conceptual thinking skills
• Strong interpersonal skills
• Excellent communication skills
• Resilience and team spirit
• Flexibility and a clear hands-on mentality
• Confident handling of modern technology, telephony, multichannel and ticketing applications
• Very good MS Office skills
• Business-fluent communication in German, French, English and Italian

Demonstrates strong leadership in managing customer service teams, ensuring compliance with quality standards, and optimizing operational processes. Possesses analytical skills for performance metrics evaluation and is proficient in workforce management within a 24/7 environment.

• Quality Analysis
• Performance Metrics
• Process Development
• Shift Planning
• Recruitment
• Onboarding
• Scheduling
• Call Center Operations
• Customer Interaction
• Compliance

• Interpersonal Skills
• Communication Skills
• Resilience
• Team Spirit
• Flexibility

• Banking
• Card Services
• Payments Environment
• 24/7 Shift Operations

• Telephony Applications
• Multichannel Applications
• Ticketing Applications
• MS Office