Customer Service Team Lead (m/f/d) in Leipzig

Customer Service Team Lead (m/f/d) in Leipzig, Dresden

Dresden, Germany

Allgemeine Angaben

Standort: DE - Leipzig - LPZ

Land: Deutschland

Jobbeschreibung

We are looking for a Customer Experience & Learning Services Team Lead.

Job description and tasks:

1. Reporting to Training and Quality Manager.
2. Lead the team of QAs and Trainers.
3. Lead the Business Reviews with the Client.
4. Lead and participate in the Quality Evaluation Process.
5. Act as the point of contact for partners regarding quality and training programs.
6. Ensure Quality systems are fully compliant with client, regulatory, legislative, and business requirements and manage audits.
7. Fulfill the role of management representative for the Quality and Training Management system.
8. Ensure prompt actions are taken for issues related to product and quality systems.
9. Update upper management on quality and training issues and conduct root cause analysis.
10. Plan and implement all quality and training/learning services processes.
11. Facilitate ongoing learning sessions.
12. Oversee the delivery of training programs and implementation of new processes.
13. Monitor and evaluate the performance of Learning Services Specialists and Customer Experience Analysts.
14. Provide mentorship and support to QAs, trainers, and team members.

Qualifications:

1. Knowledge of quality assurance and training methods is essential.
2. Advocate for quality at the start of new launched queues.
3. Proven ability to project manage and execute tasks efficiently.
4. Dynamic leader with experience managing large and diverse teams in a fast-paced environment.
5. Excellent communication skills at all organizational levels.
6. Strong technical capabilities, teamwork, initiative, stakeholder management, critical thinking, and problem-solving skills.

What we offer:

1. Attractive salary package.
2. Career growth opportunities within a thriving global company.
3. Relocation support if living more than 100km from Leipzig.
4. Modern workspace in Leipzig city centre.
5. Multicultural and collaborative team environment.
6. Employee referral program and other workplace perks.
7. Inclusive, diverse, and positive work environment.
8. Engaging responsibilities and impactful projects.
9. Wellness programs and office benefits.

Documents Required:

1. Cover letter explaining motivation and expectations.
2. Extended CV.
3. Proof of qualifications, certificates, and references.

Join our team and apply now! Our recruiting team is available to answer your questions.

About us: Since 1998, we've been passionate about excellent customer service. Now part of TELUS Digital, with over 70,000 team members providing multilingual support worldwide.

Equal Opportunity Employer: We value diversity and inclusion. All employment decisions are based on qualifications, merit, and performance. Applicants with disabilities will be given preferential consideration if qualified.