Team Leader (m/w/d)

As Team Leader at MORE Holding GmbH, you will be responsible for a service team and ensure efficient and customer-oriented processing of customer inquiries. You will lead your team professionally and disciplinarily, develop your employees further, and ensure a consistently high service quality in direct customer contact. The goal of your task is a high level of customer satisfaction and compliance with the agreed service level agreements (SLAs).

Tasks

Leadership

• Professional and disciplinary leadership of a team
• Motivation, coaching, and employee development
• Support for new employees during onboarding

Operative Tasks

• Ensuring a smooth daily business
• Monitoring of service key figures (e.g. availability, processing times, service quality)
• Capacity planning and deployment planning within the team
• Assuming and controlling escalation management

Quality Assurance and Development

• Ensuring compliance with defined service and quality standards
• Deriving and implementing improvement measures
• Controlling processes and interfaces within the service organization
• Participation in the continuous optimization of service processes

Qualification

Your Profile

Professional Qualification

• Completed commercial training, ideally in the insurance or financial sector
• Experience in customer service or call center operations
• First leadership experience is an advantage

Personal Competencies

• Excellent communication and leadership skills
• High customer and service orientation
• Structured and organized work style
• Conflict resolution skills and assertiveness
• Analytical thinking and secure handling of key figures

Technical Knowledge

• Experience with ticket systems
• Experience with TK devices (IVR/calls)
• Secure handling of MS Office
• Understanding of service key figures and reporting

Benefits

• We offer you a long-term and secure job
• Employee events
• A collegial environment
• Good connection to our locations

We look forward to your application!

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