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Team Leader (m/w/d)
Job description
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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Company information
- Company
- MORE Holding GmbH
- Location
-
Frankfurt am Main
Germany - Posted
- 5 months ago
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