Team Leader & Supervisor Customer Value Center, 80-100 %

We are the pulse of Zürich and keep the city moving in 7.5-minute intervals. For this to function reliably and smoothly, a lot moves behind the scenes at VBZ. Our colleagues are active in over 50 professions: in technology, IT, administration, transport development, service planning, infrastructure, and many other exciting areas of responsibility. Where we drive, Zürich lives. Join us!

Tasks ##

• as a Team Leader & Supervisor, you are the focal point in our Customer Value Center as a member of the management team together with your colleagues
• the total of approx. 100 employees here communicate, sell, and advise on all levels: Voice, E-mail, counter, Social Media, Live-Chat, Co-Browsing
• as a specialist and manager experienced in customer contact and shift operation, you lead your approximately 10 directly subordinate employees responsibly and with commitment: you train, develop, and coach
• when you are working as a Supervisor, you lead up to 50 employees per day and are responsible for customer management across all channels
• in the role of the Supervisor, you are also responsible for the operational deployment planning, load balancing, and the technical leadership of the team
• you enjoy working in operational business, are responsible for processing complex cases, and are an important contact person in the event of escalations
• in the event of disturbances during major events or in exceptional situations, you are responsible for disturbance report management and the deployment dispositif
• your place of work in the city of Zürich is flexible at all our locations, our opening hours are daily between 6:00 AM and 10:00 PM

Profile ##

• you have a 3-year apprenticeship KV public transport EFZ, or KV/specialist customer dialogue EFZ, or specialist retail EFZ
• additionally, you have the professional examination as a Team Leader Customer Service with a federal diploma (eidg. Fachausweis) and have leadership experience
• you communicate in German at native level and in English at least at level B2, any further foreign language is a plus
• as an IT-affine person, you familiarize yourself with new programs without problems and appreciate the variety we have to offer - further training in the areas of digital competence and projects is a plus
• communication is your passion, you can easily empathize with your counterpart and you master the requirements of a contemporary customer dialogue
• you know the complex connections in public transport or are willing to work your way through them
• you know and appreciate irregular working hours

We offer ##

Lots of recognition for what you do: The people of Zürich like their VBZ. Working with us makes you proud.
We want you to be well: We are -Friendly Workspace- certified and do a lot for your health.
Discover the whole of Switzerland with the GA - and the family also travels very well thanks to generous discounts.

Apply

Apply

About us ##

With our vehicles, we drive more than twice around the earth every day and transport over 860,000 passengers. This means that every day, 365 days a year and almost around the clock, we make an important contribution to the quality of life in one of the most beautiful cities in the world.

Interested? ##

Do you bring the necessary knowledge and the required experience for this position? Wonderful, then we will gladly create a fair salary offer for you, which lies between a gross annual salary of CHF 97,000 and CHF 110,000, or per month between CHF 7,460 and CHF 8,460 (100% workload). Often, applications from talents who do not yet meet all the requirements or, on the other hand, bring above-average knowledge and experience are also interesting. In such cases, starting salaries slightly below or above this range are possible.

Reference No.: 51438

Working for the City ##

Working for the City

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