Team Lead Contact Center / Kundensupport / Front Office (m/f/d)

You control the external contact center service provider qualitatively on the basis of industry standard KPI, ensure compliance with the agreed SLA and thus ensure a high-quality 1st level support for our customers You lead and develop an internal team of 4–5 Customer Service Advisors, provide excellent 2nd level support, including efficient complaint management, and support operationally at peak times, e.g. by taking over escalation talks You are responsible for the use of a multi-channel ACD system and provide a smooth, AI-assisted customer interaction across all channels, even with high demand volume thanks to an optimal routing logic. You provide excellent customer communication by phone, email and chat for the 1st and 2nd level support through performance management You agree closely with internal stakeholders on current trade fair and event topics, create FAQs and provide up-to-date and consistent customer information through training and briefing of the external service provider and the internal team You create and analyze KPI and SLA reports, perform quality monitoring, side-by-sides as well as external customer satisfaction surveys and TÜV certifications, ensure demand-oriented internal and external capacity and deployment planning and keep costs and the budget you plan always in mind

You have a successfully completed study or university degree or comparable training as well as several years of leadership experience with personnel and budget responsibility in the service-oriented Contact Center environment You are versed in dealing with modern contact center technologies and control tools (e.g. ACD, ERMS, AI and live chat solutions) and like to develop them along the dynamic industry requirements You control external contact center service providers sovereignly and safely master relevant KPI, processes as well as 1st and 2nd level support structures You convince with high customer and service orientation, pronounced communication and social competence as well as motivation, enforcement strength and rapid opinion Are you communicating in German and very well in English and working independently, responsibly and quality-oriented, even in stressful situations? Then you are our candidate. Apply with us! We look forward to welcoming you! The job advertisement addresses you, but you do not meet all requirements at first glance? Apply anyway, because we offer numerous development measures where you learn everything relevant to the job.

A motivated and committed team in which collegial support is at first place Responsibility in a diverse working environment with exciting and challenging tasks International and national customers and projects Various individual internal and external development and training opportunities Attractive and extensive social benefits (company pensions, travel expenses, childcare allowance, canteen etc.) Active health management (own health studio, mobile company fitness, bike leasing) mobile work Work Promotion of social engagement with 4 days of special leave per year