Teamhead Customer Service Center — SIX Group

Full description

SIX is driving the transformation of financial markets.

What sets us apart drives us forward: Between local roots and global relevance, we are a unique mixture of tradition and future, of foundation and growth. We value smart minds and inspire them to grow with their ideas. Come and shape the future of financial markets with us.

Teamhead Customer Service Center

Zurich | (up to 40% home office possible) | Reference 8155

Do you want to actively shape a 7/24h Customer Service Center with direct leadership responsibility and together with your team ensure a reliable, customer-oriented and efficient service? As a Teamhead Customer Service Center, you lead employees in terms of personnel, expertise and organisation, ensure compliance with service levels and quality standards together with shift operations and continuously develop services, processes and workflows. You assume responsibility in day-to-day business, in quality and efficiency management as well as in cooperation with internal interfaces and thus contribute significantly to the stability and further development of the Customer Service Center.

These are your tasks

• You will lead customer service agents and shift managers in terms of personnel, expertise, organisation and administration and promote their development through coaching, monitoring, target agreements and regular location regulations.
• Together with shift operations, you ensure compliance with the quality principles, service levels and operational processes in the 7/24h Customer Service Center.
• You will analyze quality, efficiency and performance indicators, derive suitable measures and support effective operational controlling and risk management.
• You are responsible for topics related to recruitment, training, deployment, shift and holiday planning in close cooperation with HR, shift management and internal interfaces.
• You develop services and processes conceptually, participate in projects and maintain an active relationship management with relevant stakeholders.

You bring that with you

• You have a completed technical school or an equivalent education as well as many years of professional experience, ideally in the banking, card or payment environment.
• You bring solid leadership experience as well as practical experience in a call center, customer interaction center or customer service. Experience in 7/24h shift operation and workforce management is an advantage.
• You think process-oriented, act responsibly and have analytical and conceptual thinking skills, willingness to change and assertiveness.
• You convince with high social skills, strong communication skills, resilience, teamwork, flexibility and a clear hands-on mentality.
• You are confident in dealing with modern technology, telephony, multichannel and ticketing applications, have very good MS Office knowledge and communicate in German, French, English and Italian.

If you have any questions, visit our FAQ page or contact Julia Schmidt on +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.