Deputy Hub Lead Service Contact Center French-speaking Switzerland

About the job

You work 100 % in Ins or partially remotely. In addition, we would be happy if you are willing to travel occasionally, for example for on-site meetings in Wabern or Réchy.

• As Deputy Hub Lead of the Service Contact Center French-speaking Switzerland, you assist in managing a team of up to 12 employees, distributed across the sites of Ins, Wabern, and Réchy. You actively participate in the smooth running of activities and thus contribute to strengthening V-ZUG's image as a premium brand resolutely focused on customer satisfaction
• You handle incoming requests – from telephone advice to order entry, including processing written and electronic inquiries. You also participate in the proactive coordination of outgoing appointments to inform customers about repair interventions or planned additional work
• At the cockpit, you participate in the daily monitoring of tour schedules and help optimize route efficiency. You also ensure the follow-up and processing of open orders, as well as the management of relevant status lists
• You contribute to the development of the team by participating in regular meetings, training sessions, and individual coaching, while ensuring optimal planning of resources and capacities
• In collaboration with the Hub Lead, you participate in achieving the organization's objectives and ensure compliance with all key performance indicators (KPIs). You help maintain high service standards and continuously evolve working methods
• In collaboration with the IT department, you participate in the digitalization of our service processes. You propose ideas to sustainably optimize customer service and support the successful implementation and use of new systems, such as SUDUR. Additionally, you are willing to travel occasionally as part of projects

• You have a basic commercial education (CFC/CFA) or a technical education, ideally complemented by solid commercial experience
• You have several years of experience in telephone customer contact – preferably within a dynamic Contact Center environment – and you communicate clearly, empathetically, and solution-oriented, even in demanding situations
• You are proficient in MS Office and SAP, and you navigate various system interfaces with ease. Digital tools are an integral part of your daily routine and you adapt quickly to them
• You have already gained initial management experience – for example as a deputy, team leader, or in operational follow-up of employees
• You can express yourself clearly and interact on an equal footing with various internal and external stakeholders
• You have perfect command of French and German, both spoken and written. Any other language would be an additional appreciated asset