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 professional growth, 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 Planning, Regulatory Compliance, 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

• 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, develop, 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

• 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 4 weeks of vacation
• Attractive discounts on our banking services