What you can expect Your mission is to lead and grow a team of motivated Customer Service agents while staying connected to daily operations. You will: Lead, coach, and inspire your team to achieve and exceed KPIs.Spend about 50% of your time hands-on in daily operations, leading by example.Conduct regular 1:1s, coaching sessions, and performance reviews, helping your team unlock their potential.Act as a role model for customer-centricity, ensuring we consistently deliver excellent experiences.Monitor performance in real time, adjusting staffing and resources to meet demand.Use data insights (Excel, Power BI, reports) to spot trends and drive improvements.Partner with Quality, Training, and Process teams to streamline workflows and remove bottlenecks.Collaborate with stakeholders to resolve customer pain points.Drive continuous improvement projects to make our services smarter, faster, and more efficient.Foster a culture of engagement, accountability, and curiosity in your team.
Du förderst ein Umfeld in dem jedes Teammitglied zur Produktvision beitragen kann und du hilfst dem Team dabei, die Produktvision in konkrete Ziele zu übersetzen. Produktentwicklung als Teamaufgabe – Du coachst Kolleg:innen im Team und lateral, stärkst agile Denkweisen und bringst moderne Produktentwicklungsprozesse ins Daily Business: vom Discovery-Ansatz über Outcome-Orientierung bis zur strukturierten Priorisierung.
Support coordination and coaching of (junior) automation designers Help with the coordination of project engagements for the different team membersSupport and coach team members, i.e. review the work results and provide feedbackSupport people development activities (e.g. observe team members, identify improvement potentials and support shaping individual career development) Independently take on the technical implementation of process automations with UiPath, Bizagi and the use of other digitization tools (Smart OCR, ML, etc.)
As part of our team, you will take on the following responsibilities: As a Project Manager, you are responsible for leading complex, strategically important projects across the entire DKV Group.In your role, you will lead cross-functional project teams and also coach project managers within the departments.You ensure the successful execution of projects in accordance with project management standards and the DKV project methodology.Gathering and evaluating lessons learned from completed projects is also part of your responsibilities.