Zurich, CH
Teamhead Customer Service Center
- 14 July 2026
- 100%
- Zurich, CH
Job summary
Join SIX, a leader in financial market transformation. Enjoy a dynamic work environment with flexible home office options.
Tasks
- Lead a 24/7 Customer Service Center team to ensure quality service.
- Enhance processes and services through continuous development efforts.
- Analyze performance metrics to guide effective operations and risk management.
Skills
- Requires relevant education and extensive experience in customer service roles.
- Strong leadership abilities and experience in call center environments.
- Proficient in multiple languages and modern communication technologies.
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About the job
SIX drives the transformation of the financial markets forward.
What sets us apart drives us forward: Between local roots and global relevance, we are a unique blend of tradition and future, of foundation and growth. We value clever minds and inspire them to grow with their ideas. Come and shape the future of the financial markets with us.
Teamhead Customer Service Center
Zurich |(up to 40% home office possible) | Reference 8155
Would you like to actively shape a 7/24h Customer Service Center with direct leadership responsibility and, together with your team, ensure reliable, customer-oriented and efficient service? As Teamhead Customer Service Center, you lead employees in personnel, professional and organisational matters, ensure compliance with service levels and quality standards together with shift operations, and continuously develop services, processes and workflows. You take responsibility in day-to-day business, quality and efficiency management as well as in collaboration with internal interfaces, thereby making a significant contribution to the stability and further development of the Customer Service Center.
These are your tasks
- You lead Customer Service Agents and shift supervisors in personnel, professional, organisational and administrative matters and promote their development through coaching, monitoring, target agreements and regular status assessments.
- Together with shift operations, you ensure compliance with quality principles, service levels and operational processes in the 7/24h Customer Service Center.
- You analyse quality, efficiency and performance indicators, derive appropriate measures and support effective operational controlling as well as risk management.
- You are responsible for topics around recruitment, onboarding, deployment, shift and holiday planning in close cooperation with HR, shift management and internal interfaces.
- You conceptually further develop services and processes, participate in projects and maintain active relationship management with relevant stakeholders.
This is what you bring
- You have completed a technical college or an equivalent qualification as well as many years of professional experience, ideally in the banking, card or payment transaction environment.
- You bring solid leadership experience as well as practical experience in a call centre, customer interaction centre or customer service. Experience in 7/24h shift operations and workforce management is an advantage.
- You think process-oriented, act responsibly and have analytical as well as conceptual thinking skills, willingness to change and assertiveness.
- You convince with high social competence, strong communication skills, resilience, teamwork, flexibility and a clear hands-on mentality.
- You are confident in handling modern technology, telephony, multichannel and ticketing applications, have very good MS Office skills and communicate fluently in German, French, English and Italian.
If you have any questions, visit our FAQ page or contact Julia Schmidt at the number +41 583 994 236.
For this vacancy, we only consider direct applications.
Diversity is important to us, so we welcome applications regardless of personal background.
