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 the performance, cohesion, and professional development of your team 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 their teams in day-to-day operations
• Resource allocation, supervision, 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 employees' skills (coaching, feedback, training)

Your profile

Your profile should meet the following requirements:

• 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; the ability to motivate, lead, and inspire a team
• Willingness to provide operational support to the team, including answering calls
• Excellent communication skills and a strong commitment to customer service
• Native speaker of German or French, with excellent 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

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 five weeks of vacation
• Attractive discounts on our banking services