Team Leader: Telephone Customer Service (a)

About the job

80 - 100 %

In this diverse role

• you will build our new "Inbound Customer Service" area and develop it into a high-performance organisation
• you will recruit, lead and develop a new inbound team with the aim of providing the best subscription customer service in Switzerland
• you will be responsible for establishing processes, organisation, reporting and all control instruments for an efficient and high-quality operation
• you will implement modern technologies and consistently drive the use of automation, AI and data-based decision-making
• you will analyse relevant KPIs, derive optimisation measures and continuously develop our customer service
• you will work closely with internal stakeholders and significantly shape the future direction of our customer service

You will succeed here if

• you have experience in building and leading inbound call centre or customer service organisations
• you have proven success in developing teams, processes and excellent service quality
• you confidently use modern customer service technologies and have experience with automation, AI and data-driven performance management
• you are an inspiring leader who motivates employees and builds high-performing teams. Ideally, you already have leadership training
• you speak Swiss German and have strong communication skills
• you think analytically, make decisions based on key figures and consistently implement changes
• you are committed to establishing the best subscription customer service in Switzerland with your team

Why is there an (a) in the job title? Because we welcome applications from all people who are eager to help us advance with their diverse talents. That alone counts – not age or gender, origin, religion or sexual orientation.

Have we piqued your interest? Sarah Hasler, Talent Acquisition Manager, looks forward to your online application.

Kevin Burri
Head of Customer Service