Teamhead Customer Service Center

SIX is driving the transformation of the financial markets. What differentiates us drives us forward: Between local roots and global relevance, we are a unique blend of tradition and future, of foundation and growth. We value smart minds and inspire them to grow with their ideas. Come and shape the future of financial markets with us.  Teamhead Customer Service Center # Zurich | (up to 40% Home Office possible) | Reference 8155 Do you want to actively help shape a 7/24h Customer Service Center with direct leadership responsibility and, together with your team, ensure a reliable, customer-oriented, and efficient service? As Teamhead Customer Service Center, you will lead employees personally, professionally, and organizationally, ensure compliance with service levels and quality standards together with the shift operation, and continuously develop services, processes, and workflows. You will take responsibility in daily business, in quality and efficiency management, as well as in cooperation with internal interfaces, and thereby contribute significantly to the stability and further development of the Customer Service Center. These are your tasks ## • You lead Customer Service Agents and shift leaders personally, professionally, organizationally, and administratively and promote their development through coaching, monitoring, target agreements, and regular status assessments. • You ensure compliance with quality principles, service levels, and operational processes in the 7/24h Customer Service Center together with the shift operation. • You analyze quality, efficiency, and performance indicators, derive suitable measures, and support effective operational controlling and risk management. • You are responsible for topics related to recruitment, induction, deployment, shift, and vacation planning in close cooperation with HR, shift management, and internal interfaces. • You further develop services and processes conceptually, participate in projects, and maintain active relationship management with relevant stakeholders. What you bring with you ## • You have a completed vocational school or an equivalent qualification as well as many years of professional experience, ideally in a banking, card, or payment transaction environment. • You bring solid leadership experience as well as practical experience in a call center, customer interaction center, or customer service. Experience in 7/24h shift operation and in workforce management is an advantage. • You think in a process-oriented manner, act responsibly, and possess analytical as well as conceptual thinking skills, willingness to change, and assertiveness. • You convince through high social competence, strong communication skills, resilience, teamwork, flexibility, and a clear hands-on mentality. • You are proficient in handling modern technology, telephony, multichannel, and ticketing applications, possess very good MS Office skills, and communicate proficiently in German, French, English, and Italian. If you have any questions, visit our FAQ page or contact Julia Schmidt under the number \+41 583 994 236. For this vacancy, we consider only direct applications. Diversity is important to us, so we look forward to receiving applications regardless of personal background.