Teamleitung Customer Service Center (w/m/d)
Core
Leading and steering a team responsible for 1st- and 2nd-level support, ensuring smooth daily operations, SLA compliance, and continuous process improvement including digitalization and automation.
Role type
Team Lead, Customer Service Center (IT Support)
Builds
Self-Service portals, Chatbot and AI-supported support functions, automated workflows
Domain
Insurance / IT Service Management
Deliverable
production ML models
Required skills
ITIL/Service Management, Incident/Service-Request Management, Project Management, Process Optimization, Digitalization/Automation, Team Leadership, Market Analysis, KPI Monitoring
Preferred skills
IT Strategy/Roadmap knowledge, Chatbot/KI development experience
Technologies
Chatbots, AI, Self-Service Portals, Knowledge Bases, FAQs
Responsibilities
Lead and steer a team in technical, personnel, and organizational aspects; Ensure smooth daily operations of 1st- and 2nd-level support; Monitor KPIs like reachability, response time, and resolution rate; Expand and develop the Self-Service portal; Automate recurring standard requests; Conduct market analyses to derive products and services.
Seniority
Senior, hands-on IC