Customer Service Team Lead

vor 2 Wochen

Berlin, Deutschland Porsche Digital – CiC Vollzeit

We want to build Porsches’ Customer Interaction Center (CIC) in Berlin together with you. At the CIC we want to create something new and innovative to inspire the customer experience of the Porsche brand. You are an essential part of Porsches customer success, so you might as well call yourself a **Porsche Ambassador**.

Do you “speak” Porsche? Because we are looking for passionate **Customer Service Team Leads **who seek to revolutionize Porsches’ customer service.

You can find more information about the Porsche Customer Interaction Center here

**WHAT YOU WILL DO**:

- Lead a team of Porsche CIC representatives and act as link between agents and the operations management
- Responsible for the overall team performance, such as meeting quality standards, SLAs and KPIs**:

- Provide reports on workload trends, backlogs and propose staffing requirements
- Create and maintain a highly engaged and collaborative team spirit and working culture
- Work closely with other team leads, analysts and quality assurance to share best practices and identify systematic quality problems
- Act as a single point of contact for escalations and actively find solutions
- Support developing the CIC by introducing your own ideas and initiatives

**WHO YOU ARE**:

- 3+ years of applicable team lead experience in a contact center, ideally in the automotive sector (or similar)
- Proven people leadership skills, ability to inspire and develop teams and support continuous growth
- Excellent communication skills, both verbal and written
- Proficient in German + English (further language skills advantageous)
- Good skills in MS Office (Excel, Word, PowerPoint, Outlook)
- Motivated and communicative personality, as well as assertive and self-confident
- Proactive and well-structured working style
- Hands-on mentality, as well as adaptable to changing environments
- Open to travel (up to 10-20%)

**WHAT COMES NEXT**:

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