Team Leader - Contact Center

Your Mission

As a team leader, you will be responsible for one of the two teams in the contact center. You will work closely with the other team leader to ensure a consistent operational approach, a shared dynamic, and coordinated service management. As a key operational and interpersonal pillar, you will ensure your team’s performance, cohesion, and development, and actively contribute to the continuous improvement of the contact center as well as to a smooth, efficient, and solution-oriented customer experience.

Your main tasks

Your main responsibilities include, in particular:

• Leading, supporting, and motivating your team in day-to-day operations.
• Resource planning, task management, and operational monitoring.
• Monitoring, analyzing, and updating the contact center's KPIs (quality, productivity, SLAs, resolution rate, etc.).
• Development and optimization of management tools and performance dashboards.
• Identifying opportunities for improvement and implementing specific measures.
• Active involvement in day-to-day operations, particularly by answering calls to support the team during peak times.
• Ensuring smooth communication with internal departments and employees on cross-functional projects.
• Developing your employees' skills (coaching, feedback, training).

Your profile

- Proven experience in a management or team leadership role in a call center or similar environment. - Proficiency in creating, updating, and analyzing KPIs, as well as monitoring contact center performance. - Natural leadership skills, with the ability to motivate, develop, and inspire a team. - Willingness to provide operational support to the team, including answering calls. - Excellent communication skills and a strong service orientation. - Native German or French speaker, with very good knowledge of the other language (at least C1); any additional languages are a plus. - Proficiency in using digital tools, multichannel environments, and call center systems. - Organizational skills, reliability, independence, and the ability to maintain a clear overview even during busy periods.

We offer

- A key role in a modern and evolving contact center. - A dedicated, professional team committed to continuous improvement. - A stable, stimulating work environment with genuine opportunities for growth. - A comprehensive three-month onboarding program, completed with a minimum 80% work schedule, to ensure you get off to the best possible start. - A wide range of professional development opportunities—your growth is important to us. - At least five weeks of vacation. - Attractive compensation packages for our banking services.