Gruppenleitung Kundenservice (m/w/d) für Telefonie und Backoffice im Beratungscallcenter
Core
Leading the Telephony and Backoffice areas within a customer advisory call center to ensure high service quality, optimal reachability, and efficient operations.
Role type
Team Lead / Group Manager for Customer Service (Telephony & Backoffice)
Builds
Customer advisory services and backoffice support processes
Domain
Banking / Customer Service
Required skills
Team leadership, process optimization, resource planning, KPI analysis, stakeholder management, regulatory compliance, digital affinity
Preferred skills
Prior leadership experience, analytical thinking, change management
Technologies
Call center systems, digital service platforms
Responsibilities
Lead and develop the Telephony and Backoffice teams; ensure optimal staff utilization and customer reachability; plan and coordinate workflows; analyze KPIs and drive improvement measures; develop processes and digital service offerings; collaborate with internal departments and external providers; ensure adherence to regulatory requirements and quality standards.
Seniority
Manager, hands-on leadership