Customer Service Team Lead

SIX

Teamhead Customer Service Center leading 24/7 customer service support. Ensuring quality standards and developing service processes at SIX.

Posted 7/15/2026full-timeZurich • 🇨🇭 SwitzerlandLeadWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates strong leadership in managing customer service teams, ensuring compliance with quality standards, and optimizing operational processes. Possesses analytical skills for performance metrics evaluation and is proficient in workforce management within a 24/7 environment.

Highest-signal resume keywords

Leadership ExperienceCustomer Service ManagementWorkforce ManagementAnalytical ThinkingMultilingual Communication

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Quality AnalysisPerformance MetricsProcess DevelopmentShift PlanningRecruitmentOnboardingSchedulingCall Center OperationsCustomer InteractionCompliance

Soft Skills

Interpersonal SkillsCommunication SkillsResilienceTeam SpiritFlexibility

Tools & Technologies

Telephony ApplicationsMultichannel ApplicationsTicketing ApplicationsMS Office

Industry Keywords

BankingCard ServicesPayments Environment24/7 Shift Operations

Tech Stack

Tools & technologies

TypeScript

About the role

Key responsibilities & impact

Leadership of Customer Service Agents and Shift Supervisors
Ensuring compliance with quality principles, service levels and operational processes
Analysis of quality, efficiency and performance metrics
Responsible for recruitment, onboarding, scheduling, shift and vacation planning
Further development of services and processes

Requirements

What you’ll need

Completed vocational school or equivalent qualification
Several years of professional experience, ideally in banking, card services or payments environment
Solid leadership experience
Practical experience in a call center, customer interaction center or customer service
Experience with 24/7 shift operations and workforce management is an advantage
Process-oriented thinking and responsible approach to work
Analytical and conceptual thinking skills
Strong interpersonal skills
Excellent communication skills
Resilience and team spirit
Flexibility and a clear hands-on mentality
Confident handling of modern technology, telephony, multichannel and ticketing applications
Very good MS Office skills
Business-fluent communication in German, French, English and Italian

Benefits

Comp & perks

Up to 40% remote work possible