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

• Leading, supporting, and motivating your team in day-to-day operations.
• Resource planning, deployment planning, 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 in monitoring contact center performance.
• Natural leadership skills; the ability to motivate, develop, and inspire a team.
• Willingness to provide operational support to the team, particularly by answering calls.
• Excellent communication skills and a strong commitment to customer service.
• Native speaker of German or French, 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 stay on top of things even during busy periods.

We offer

• A key role in a modern and evolving contact center.
• A dedicated, professional team that is open to continuous improvement.
• A stable, stimulating work environment with real opportunities for growth.
• A comprehensive three-month onboarding training program, completed while working at least 80% of full-time hours, 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 5 weeks of vacation.
• Attractive discounts on our banking services.