Head of Inbound – Central First Consultation (m/f/d)

As an educational provider specializing in IT, GFN GmbH supports people nationwide on their path to further education and career reorientation.

For our Central First Consultation (Inbound), we are looking for a dedicated Head of Inbound (m/f/d) in full-time who will take responsibility and, together with the team, further develop our consulting and service quality. You will lead the team technically and disciplinarily, ensure smooth daily operations, and continuously develop our processes. The position is intended to be 100% remote.

Tasks

• Disciplinary and technical leadership, development, and support of the Inbound team, including regular feedback and employee discussions

• Responsibility for the operational management of the central first consultation, as well as for accessibility, service quality, and the efficient processing of incoming customer inquiries

• Personnel deployment, shift, and capacity planning, including the coordination of internal support staff

• Analysis, evaluation, and control of relevant key performance indicators such as service level, acceptance rate, call duration, lead processing, and conversion

• Creation and further development of reports, dashboards, and regular analyses to derive concrete improvement measures

• Ensuring uniform processing and documentation standards, as well as data quality in the systems used

• Maintenance, optimization, and documentation of workflows, process specifications, and interfaces to consulting, sales, locations, and other teams

• Processing and prioritization of operational issues, requirements, and tickets, including coordination with internal departments and IT Support for the further development of digital systems and automation solutions, especially for telephony, lead management, and AI-supported customer communication

• Onboarding and training of new employees: Responsibility for the structured onboarding and training of new employees

Qualifications

• Completed vocational training, preferably in a commercial or service-oriented field, or a comparable qualification

• Several years of professional experience in customer consulting, customer service, contact center, or a comparable operational service unit

• Practical experience in disciplinary employee leadership and team development

• In-depth knowledge of managing operational service processes based on key figures and quality standards

• Strong analytical skills and confident handling of data, analyses, reporting, and common office applications.

• Experience with CRM, telephony, or contact center systems, and willingness to familiarize yourself with further applications

• Structured, self-reliant, and solution-oriented working method with high organizational and decision-making skills

• Strong communication skills, reliability, and an appreciative yet clear leadership style

• Interest in process optimization, digitalization, and the sensible use of AI solutions

Benefits

• 30 vacation days per year with a 5-day work week

• Employee discounts via Corporate Benefits: Benefit from exclusive discounts with many well-known brands and platforms – for technology, fashion, travel, and more.

• Jobrad leasing via salary conversion: Secure your dream bike – whether e-bike or bicycle – and pay conveniently via your payslip. You will benefit from tax advantages and attractive conditions.

• EGYM Wellpass: We support your health and fitness with a monthly subsidy of €46.

• Internet allowance: We subsidize your private internet usage with up to €40 per month – tax and social security free.

• Germany Ticket for only €9: You pay only €9 per month, we cover the rest – for full mobility in local public transport throughout Germany.

• Group accident insurance: From your first day of employment, you are automatically covered by our group accident insurance – for additional security in your professional and private life.

(potentially different for part-time employment)

With us, you can expect a non-discriminatory, appreciative working environment. We live diversity – both with our participants and within the GFN team.

Interested? Then apply now via our application form – including

your desired salary and earliest possible start date. If you have any questions, please feel free to contact us.

We look forward to hearing from you!

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