Customer Service Team Lead

Jobtailor; Zürich; Vor Ort; CHF 120.000 - 150.000; Vollzeit

Zusammenfassung

Jobtailor in Zürich leads a customer service organization focused on delivering high-quality support across multiple channels. The role oversees teams of agents and shift supervisors, ensuring adherence to service levels, quality principles and efficient processes.

You will analyze performance metrics and drive continuous improvements in 24/7 operations. The position requires strong leadership, operational excellence, and hands-on teamwork with cross-functional partners.

Qualifikationen

• Completed vocational school or equivalent qualification.
• Several years of professional experience, ideally in banking, card services or payments environment.
• Solid leadership experience.
• Experience in a call center, customer interaction center or customer service.
• Experience with 24/7 shift operations and workforce management is an advantage.
• Process-oriented thinking and responsible approach to work.
• Analytical and conceptual thinking skills.
• Strong interpersonal and communication skills.
• Resilience, team spirit, flexibility and hands-on mentality.
• Proficient with telephony, multichannel and ticketing applications.
• Very good MS Office skills.
• Business-fluent communication in German, French, English and Italian.

Aufgaben

• Leadership of Customer Service Agents and Shift Supervisors
• Ensuring compliance with quality principles, service levels and operational processes
• Analysis of quality, efficiency and performance metrics
• Responsible for recruitment, onboarding, scheduling, shift and vacation planning
• Further development of services and processes

Kenntnisse

Leadership

People management

Quality assurance

Analytical thinking

Multichannel telephony

MS Office

Languages: DE/FR/EN/IT

Ausbildung

Completed vocational training

Tools

Telephony apps

Multichannel apps

Ticketing systems

MS Office

Jobbeschreibung

• Leadership of Customer Service Agents and Shift Supervisors
• Ensuring compliance with quality principles, service levels and operational processes
• Analysis of quality, efficiency and performance metrics
• Responsible for recruitment, onboarding, scheduling, shift and vacation planning
• Further development of services and processes

Requirements

• Completed vocational school or equivalent qualification
• Several years of professional experience, ideally in banking, card services or payments environment
• Solid leadership experience
• Practical experience in a call center, customer interaction center or customer service
• Experience with 24/7 shift operations and workforce management is an advantage
• Process-oriented thinking and responsible approach to work
• Analytical and conceptual thinking skills
• Strong interpersonal skills
• Excellent communication skills
• Resilience and team spirit
• Flexibility and a clear hands-on mentality
• Confident handling of modern technology, telephony, multichannel and ticketing applications
• Very good MS Office skills
• Business-fluent communication in German, French, English and Italian

Core Competencies

Demonstrates strong leadership in managing customer service teams, ensuring compliance with quality standards, and optimizing operational processes. Possesses analytical skills for performance metrics evaluation and is proficient in workforce management within a 24/7 environment.

Hard Skills

• Quality Analysis
• Performance Metrics
• Process Development
• Shift Planning
• Recruitment
• Onboarding
• Scheduling
• Call Center Operations
• Customer Interaction
• Compliance

Soft Skills

• Interpersonal Skills
• Communication Skills
• Resilience
• Team Spirit
• Flexibility

Industry Keywords

• Banking
• Card Services
• Payments Environment
• 24/7 Shift Operations

Tools & Technologies

• Telephony Applications
• Multichannel Applications
• Ticketing Applications
• MS Office