Team Leader, Customer Management

This is a fully remote position, open to applicants in Germany.

📋 Description

• Daily leadership: You will oversee a team of up to ten members, managing both inbound and outbound telephone communication as well as written correspondence, serving as the main point of contact for daily operations.

• Customer management ownership: You will be responsible for the customer management processes within your area, ensuring they are effectively managed in daily operations with an emphasis on efficiency and customer satisfaction.

• Performance and metrics oversight: You will manage your team’s performance, utilizing KPIs and reports to develop specific strategies for enhancing quality and productivity.

• Process and project involvement: You will engage in process-related topics and lead projects within your area of responsibility, covering everything from planning to implementation and evaluation.

• Collaborative leadership: You will work in close partnership with other team leaders, supervisors, and coaches/trainers to promote the growth of the entire customer service area.

• Management of complaints, data protection, and standards: You will bear overall responsibility for handling complaints and data protection requests within your team, ensuring adherence to processes, legal requirements, and relevant industry standards in daily operations.

• Interface coordination: As a key liaison to Legal, Compliance, ERM, and other stakeholders, you will coordinate complex cases and ensure that regulatory requirements are acknowledged, interpreted correctly, and continuously applied.

• Driving change and digital transformation: You will actively promote change initiatives, such as optimized workforce planning, standardized processes, enhanced telephony and outbound communication, and the expansion of digital self-service and AI solutions, always keeping customer and colleague needs in mind.

⛳️ Requirements

• Leadership experience: You possess a minimum of two years of disciplinary leadership experience in a contact center, customer service, and/or collections environment.

• Communication expertise: You have significant experience in customer communication, both via phone (inbound/outbound) and through written channels like email or ticketing systems.

• Proficiency in KPI and quality management: You are adept at working with metrics and reports, managing productivity and quality, while aligning commercial objectives with a strong customer focus.

• Project and process knowledge: You have experience in project management, including process implementation and monitoring, improvement cycles, or tools, and effectively bring topics to a structured conclusion.

• Leadership and team motivation: You display enthusiasm and a positive demeanor, successfully engaging and motivating your team even during challenging times.

• Effective communication skills: You tailor your communication style to different personalities, maintain composure in difficult situations, and communicate openly and transparently.

• Compliance and data protection awareness (preferred): Ideally, you have experience with complaint processes and/or data protection requests and understand the significance of compliance, data protection, and industry standards in an operational context.

🏝️ Benefits

• Flexibility for your lifestyle: Enjoy family-friendly working hours and a generous home office policy that allows you to remain agile and adaptable in any life situation.

• Ergonomic work environment: We provide ergonomic workstations in the office to ensure a comfortable and healthy working environment.

• Independent working: Short decision-making paths empower you to work autonomously and contribute your ideas, allowing you to take responsibility.

• Opportunities for growth: Enhance your potential with numerous opportunities for influence and development, along with an annual development budget to help you achieve your professional and personal aspirations.

• Team camaraderie: We value team spirit and regularly host events and parties where enjoyment is guaranteed.

• Choice of mobility: Whether you prefer a train pass or a parking space, we support your mobility preferences.

• Stay active: Maintain your fitness with a discounted membership at Fitness First or Urban Sports Club, or utilize our on-site gym to stay active after work and enhance your work-life balance.

• Future security: Plan for your future with our contributions to company pension schemes, allowing you to think long-term with us.

• Tailored offerings: We consider your personal life situation, offering customized options that accommodate your needs, whether you are a parent or enjoy traveling.