Description
ALBEDIS is a leading Swiss recruitment partner, specialising in connecting talents with companies across a wide range of sectors, from support roles to management positions. As a member of the Interiman Group, ALBEDIS leverages the combined expertise of its partner brands to cover areas such as architecture and real estate, finance, IT, life sciences, legal, and human resources, with a presence throughout Switzerland (Bern, Geneva, Lausanne, Zurich).
Team Leader - Contact Centre FR/GER
Company Description
Job Description
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For one of our clients, based in Geneva, we are offering a position of
Team Leader - Contact Centre FR/GER
Work rate 100%
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 Centre indicators (quality, efficiency, resolution) and translate 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.
What you bring
A commercial education or equivalent, complemented by proven experience in customer service and team management, ideally within a Contact Centre.
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.
A solid organisation, a strong 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.