Contact Center Lead - Germany

Ingal Com My

Lead contact center professionals
Implement flexible workforce arrangements
Drive performance improvements with data
The role involves leading a Circle of Contact Center Professionals to facilitate work volume division and drive key performance targets

Job Summary

  • The role involves leading a Circle of Contact Center Professionals to facilitate work volume division and drive key performance targets.
  • The incumbent is responsible for setting up new retail banking operational processes while adapting organization design as the business matures.
  • Success requires fostering a Customer Centricity Culture and implementing Step Up Performance Management through continuous coaching and evaluation.

Matching Summary

The role involves leading a Circle of Contact Center Professionals to facilitate work volume division and drive key performance targets.

Skills & Requirements

Must-have

  • Lead Contact Center Professionals
  • Implement flexible workforce arrangements
  • Drive performance improvements with data
  • Perform Root Cause Analysis (RCA)
  • Manage escalations for high-risk issues

Nice-to-have

  • Coach and mentor contact center members
  • Foster inclusive Orange Behavior culture
  • Build influence within a network
  • Anticipate attrition and staffing needs
  • Adapt operating models as business matures

Key Requirements

  • Experience in Retail Banking Operations
  • Proven track record in Contact Center Leadership
  • Expertise in Workforce Arrangement Planning

Work Rights

Not specified

Tailored Resume

Cover Letter