Gruppenleiter Customer Service & Operations (m/w/d)
Core
Leading a defined area in Customer Service & Operations, managing team leads, overseeing process quality, and driving organizational development.
Role type
Senior Operations Manager (Customer Service)
Builds
Customer service operations and process improvements
Domain
Customer Service & Operations
Required skills
Team leadership, escalation management, process optimization, KPI analysis, resource coordination, talent development
Preferred skills
Experience in Customer Service or Operations
Technologies
N/A
Responsibilities
Lead and manage team leads and their teams, maintain overall overview in complex operational situations, develop employees and leaders, analyze and improve processes, manage KPIs and service levels, handle escalations, coordinate resources and recruitment, report to senior management
Seniority
Senior, hands-on IC