We are looking for: Team Leader Contact Centre (m/f/d)
Location Vienna
Full-time
Immediately or by arrangement
From €45,000 gross per year
Category
Administration
With personnel responsibility
Location Vienna
Full-time
Immediately or by arrangement
From €45,000 gross per year
Category
Administration
With personnel responsibility
As Team Leader of Contact Center, you will take on a central role in the organisation and management of telephone communication for our customers in the healthcare sector as well as various 1st and 2nd level support services for different medical facilities with various target groups (patients, internal and external contacts).
In this responsible position, you will play a key role in ensuring smooth processes and the continuous improvement of service and call quality as well as the further development of processes and applications.
Your main focus:
- Technical and organisational management and further development of the contact centre team
- Active participation in day-to-day operations - especially in telephone and digital communication (telephone, e-mail, chat) - e.g.during peak times, sick leave or school enrolmentsResponsibility for compliance with and further development of service standards and communication guidelines
- Organising duty rosters and ensuring daily staffing
- Monitoring and evaluation of key figures for quality assurance and process optimisation
- Training, support and development of team members - especially in the areas of dialogue and technical processes
- Close coordination with medical, administrative and IT departments to improve internal and external processes
- Collaboration in project management in the areas of digitalisation, process automation and patient and customer satisfaction
Your contribution is crucial for:
- the professional, empathetic and effective care of our clients and their patients
- the structured flow of information within the organisation
- the sustainable quality and efficiency of our service units
Qualifications & Experience
- Completed training or demonstrable professional experience in a service-oriented field (e.g. healthcare, communication, customer service)
- Experience in a call centre, helpdesk or telephone customer communication - ideally with management responsibility and/or experience in the healthcare sector
- Experience in the design and optimisation of service processes as well as in quality and project management (in particular digitalisation & automation)
- Good IT user skills and a high level of willingness to familiarise yourself with new systems (such as call centre and CRM software).
- Vacapo knowledge an advantage
- Very good knowledge of dialogue and dealing with sensitive issues
- Very good written and spoken German; other languages an advantage
Personal competences:
- Leadership quality with the ability to develop, motivate and lead a team through change processes
- Organisational strength and solution-oriented way of working
- Strong communication skills, intercultural competence and high service orientation
- Resistance to stress, willingness to make decisions and the ability to keep a cool head even in challenging situations
- Innovative spirit and willingness for continuous further development
We offer
- Dynamic and team-oriented company
- Interesting and varied job with personal responsibility
- Very good public transport connections
- Further education and training opportunities
- Employment with 14 monthly salaries
-
Gross annual salary from €45,000. Depending on qualifications and experience, there is a willingness to overpay.
By submitting your application documents, you agree that your personal data may be used for the purpose of the application process in accordance with our Privacy policy are processed. The data will be treated confidentially and will not be passed on to third parties unless this is necessary to carry out the application process or is required by law.
If you are interested in this exciting position, please send us
- Your Comprehensive application documents with photo immediately to bewerbung@kinderambulatorium.com
- With the subject "Contact Centre"
- If you have any questions, please call +43 660 5426721
We value diversity and welcome all applications
Regardless of gender, nationality, ethnic and social origin, religion/belief, disability, age, sexual orientation and identity!
About us - Paediatric outpatient clinic Margareten
The Kinderambulatorium Margareten is a modern medical facility in the heart of Vienna that specialises in the comprehensive care of children and adolescents. Our multi-professional team of around 50 dedicated specialists - including paediatricians, nurses, therapists and social workers - work every day to help young patients in the best possible way. We care for between 200 and 300 children every day and offer a wide range of services: from general paediatrics and adolescent medicine to speech therapy, physiotherapy and dietology to social work support.
What particularly characterises us is our holistic and culturally sensitive approach. Our team speaks a total of 14 different languages, which enables us to provide individualised and understandable care to families from a wide range of cultural backgrounds. The outpatient clinic was founded by Dr Sevinc Yildirim with the aim of not only helping children medically, but also promoting their social and emotional well-being.
Under the guiding principle "Every day for every child" we are also open at weekends and on public holidays - a matter of course for us, because children's health knows no opening hours. We support families as competent, reliable and empathetic partners - from birth to adolescence.