Head of Contact Center (m/w/d)

at  Raisin

Team
We are looking for a Head of Contact Center Team to steer and support the Contact Center team leads.
Your Responsibilities
Du bist ein hoch motivierter, kommunikativer, engagierter und innovativer Teamplayer, dem die Werte maximale Transparenz, Ehrlichkeit und Teamspirit genauso viel bedeuten wie uns – dann komm‘ an Bord in und begleite uns auf unserer spannenden Reise in einem der am schnellsten wachsenden Fintechs in Europa.

Unser Team aus internationalen, hoch qualifizierten Spezialisten freut sich Dich in einem herausfordernden, aber wertschätzenden Arbeitsumfeld zu begrüßen.

• Management of a growing inhouse contact center with currently approx. 50 FTE in the exciting FinTech environment.
• Five Customer Service team leads will report to you.
• Support for the Team Leads in resource planning, reporting, quality and productivity management.
• Focus on team motivation and productivity.
• Due to Raisin’s growth we work in an agile environment with new projects and product implementations, change management is an important part of the leadership team.
• Responsibility on meeting our goals using the OKR framework.
• Build up a scalable operational organization to meet our growth targets.
• Own projects and responsibilities within the team’s scope.

Your Profile

• Several years of experience in leading operational customer service teams (either at a provider or inhouse)
• Inspiring leader who takes the team on a common journey, ensuring their development and growth.
• Quality and accuracy are very important to you.
• Good English and German skills are required.
• People Management and fundamental leadership skills.
• Experience with the everyday life of a customer service agent is a big plus.
• Experience with common Customer Service tools, like Workforce Management, CRM, ACD, Confluence or Zendesk is beneficial.
• Hybrid work: Willingness to regularly spend time in person with the teams in Hamburg and Berlin.

Our Benefits
Bei Raisin achten wir aufeinander und eine unserer obersten Prioritäten ist es, eine offene und freundliche Atmosphäre zu schaffen, in der sich jeder willkommen und wohl fühlt. Unsere Kultur wird vor allem durch unser engagiertes Team geprägt, welches mittlerweile mehr als 40 verschiedene Nationalitäten umfasst.

Please refer the Job description for details