Team Leader Customer Management (m/w/d)
Core
Leading a team of up to 10 colleagues in telephone (Inbound/Outbound) and written communication, managing customer management processes, and driving performance and quality improvements.
Role type
Team Lead, Customer Management (Contact Center)
Builds
Customer service operations, complaint handling processes, and digital self-service/KI solutions
Domain
Financial Services / Contact Center
Required skills
Team leadership, Contact center operations, KPI and quality control, Project management, Process optimization, Written and telephone communication
Preferred skills
Complaint handling, Data protection compliance
Technologies
Ticket systems, Digital self-service tools, AI solutions
Responsibilities
Lead a team of up to 10 colleagues in daily operations, Own and optimize customer management processes, Monitor team performance using KPIs and reports, Manage complaint handling and customer satisfaction, Drive digitalization projects and process improvements
Seniority
Mid-level, hands-on IC