Leiter (m/w/d) KundenDialogCenter
Core
Leading a team of up to 12 employees in a central Customer Dialog Center to handle diverse customer requests via phone, email, and chat, and managing appointment scheduling for sales advisors.
Role type
Team Lead / Center Manager for Customer Service
Builds
Customer service operations and appointment scheduling workflows for a regional bank
Domain
Banking / Customer Service
Required skills
Team leadership, service quality management, process optimization, digital affinity, communication, sales experience, performance management
Preferred skills
Experience with cooperative banks, qualification as Fachwirt/Betriebswirt, modern leadership understanding
Technologies
Telephony systems, digital self-service platforms, communication channels
Responsibilities
Lead, develop, and promote team members; ensure high service quality across all channels; implement technical innovations; develop communication guidelines; optimize internal processes; manage performance metrics; participate in cross-departmental quality rounds