Deputy Hub Lead Service Contact Center Western Switzerland

About the job

You work 100 % in Ins or partially remote. Additionally, we are pleased if you bring a basic willingness to travel so that you can also attend appointments or meetings on site if needed, for example in Wabern or Réchy.

• As Deputy Hub Lead Service Contact Center Western Switzerland, you support the management of a team of up to 12 employees at the locations Ins, Wabern, and Réchy. You contribute to ensuring smooth service processes and thus strengthen V-ZUG as a customer-oriented premium brand
• You actively participate in managing inbound inquiries – from telephone customer advice to order entry and handling written and electronic concerns. In addition, you support the proactive coordination of outbound appointments to inform customers about repair deployments or follow-up work
• In the cockpit, you accompany the daily monitoring of route planning and support efficiency control of the routes. You also independently contribute to tracking and processing open orders as well as relevant status lists
• You promote the further development of the team by participating in regular meetings, training sessions, and individual coaching and contribute to optimal deployment and capacity planning
• Together with the Hub Lead, you work on achieving the organization's goals and support compliance with all KPIs. You ensure high service standards and help continuously develop working methods
• Together with the IT department, you contribute to the digitization of our service processes. You bring ideas for sustainable optimization of customer service and accompany the successful introduction and use of new systems such as SUDUR. Furthermore, you are willing to travel occasionally for projects

• You have a commercial basic education (EFZ/EBA) or a technical education and have ideally supplemented it with solid commercial further training
• You have several years of experience in telephone customer contact – ideally in the dynamic environment of a contact center – and communicate solution-oriented, clearly, and empathetically even in demanding situations
• You are confident with MS Office and SAP and navigate confidently on various system interfaces. Digital tools are helpful work instruments for you, with which you quickly find your way around
• You have already gained initial leadership experience – for example, in a deputy role, as a lead within a team, or in the operational support of employees
• You can express yourself clearly and communicate on equal footing with different internal and external stakeholders
• You are fluent in French and German, both spoken and written. Any additional language you bring is a valued asset