Description
For one of our clients, based in Geneva, we are offering a position of
Team Leader - Contact Center FR/GER
Activity rate 100%
Team Leader - Contact Center FR/GER
MISSION DESCRIPTION
EXPECTED PROFILE
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Your challenges
Ensure the management and development of a team of around 10 customer advisors, creating a motivating, collaborative and progress-oriented working environment.
Guarantee exemplary service quality and a member experience consistent with TCS’s high standards, embodying an authentic and sustainable service culture.
Manage daily operational activity: monitoring flows, prioritising, allocating resources and maintaining an active presence on the ground to support the team.
Analyse key Contact Center indicators (quality, efficiency, resolution) and turn this data into concrete continuous improvement actions.
Encourage responsible commercial performance, based on advice and relevance: offering the right product at the right time, respecting the member’s real needs.
Actively contribute to recruitment, integration and support of employees, while ensuring smooth and structured internal communication.
EXPECTED PROFILE
What you bring
A commercial education or equivalent, complemented by proven experience in customer service and team management, ideally within a Contact Center.
A keen sense of human relations, a natural ability to unite and a sincere desire to support your employees in their development.
A balanced results orientation: you know how to set a clear course, mobilise your team and maintain a high level of quality.
Strong organisation, a clear sense of responsibility and good mastery of CRM tools as well as an understanding of KPIs related to quality and efficiency.
A proactive, structured and solution-oriented approach, with ease in managing priorities and making operational decisions.
Excellent command of French or German (Swiss), as well as very good knowledge of the other language.