Contact Center Lead - Germany

224

Germany
Lead contact center professionals
Implement flexible workforce arrangements
Drive performance improvements
The role involves leading a Circle of professionals to facilitate work volume division and set up new retail banking operational processes

Job Summary

  • The role involves leading a Circle of professionals to facilitate work volume division and set up new retail banking operational processes.
  • The incumbent must drive the team to achieve key performance targets while fostering a customer-centric and winning performance culture.
  • Responsibilities include coaching direct reports, managing attrition, and advising strategic management on solutions for high-risk issues.

Matching Summary

The role involves leading a Circle of professionals to facilitate work volume division and set up new retail banking operational processes.

Skills & Requirements

Must-have

  • Lead Contact Center Professionals
  • Implement flexible workforce arrangements
  • Drive performance improvements
  • Perform root cause analysis
  • Manage escalations for complex issues

Nice-to-have

  • Customer Centricity Culture
  • One Agile Way of Working
  • Inclusive Orange Behavior culture
  • Data driven mindset
  • Strategic management advisory skills

Key Requirements

  • Experience in contact center leadership
  • Knowledge of retail banking operations
  • Ability to perform RCA and define actions

Work Rights

Not specified

Tailored Resume

Cover Letter