Teamlead Customer Service (d/w/m) - Remote

  • Munich, Germany
  • Employees can work remotely
  • Full-time

Company Description

Become part of the hyper-growth and make the healthcare experience more human!

jameda is Germany's market leader and largest doctor-patient platform. Our employees benefit from the growth through competitive salaries.

As part of the DocPlanner Group, the leading global unicorn healthcare platform, supported by investors such as Goldman Sachs, Target Global and others, we help 130,000 physicians and clinics worldwide. Over 80 million patients in 13 countries find the right doctor and appointment on our national platforms, supported by our 2,200 employees. We connect doctors and patients easily, quickly and precisely with our software-as-a-service products. 

 

We are a team that loves challenges, works autonomously and always questions the status quo. We value courage, progressiveness and positive energy! Does this sound like you? Then apply now and change the health care industry together with us!

If you want more impressions, check out our Glassdoor reviews: link and kununu: link.

Job Description

  • Team development: Own the engagement and health of your team (~ 10 members), and support their continuous growth, with your experience in leading an inclusive team.

  • Impact: You will be an advisor, strategic mind and the voice of the customer across the Jameda organisation. With your business understanding you will be responsible for the effective operation of customer care providing service to Germany.

  • Growth & Optimization: Together with the Global Head of Customer Care you will evaluate performance with key metrics (accuracy, waiting time, average waiting time, etc.) and identify and implement improvement initiatives. You continually develop improvements and lead successful change projects.

  • Analytics: Collect, analyse and report contact-center KPIs (costs, service level, customer service metrics, team happiness etc.). Review workforce planning to ensure the capture of key local priorities to drive quality and consistency in alignments with the global team.

  • Communication: In this role you will be the main point of contact for local business and operations managers with regards to customer service in Germany. 

Qualifications

  • You are an outstanding empathetic People-Manager with the ability to adapt and succeed in a changing environment.

  • You can lead a complex operational customer service team with a strong strategic and customer - oriented focus.

  • You have strong experience in understanding and working with Training, QA, WFM and Analytics .

  • You are used to work and identify the most successful KPI’s.

  • You have excellent organizational and leadership skills with a problem-solving ability and well-developed communication skills.

  • You are fluent in German and English.

  • You are not afraid to step out of your comfort zone every day.

Additional Information

  • Impact: You will work on projects that are directly linked to the success of the company and make a significant contribution to achieving the company's objectives

  • ESOP - Docplanner Group Equity as an employee and shareholder at the same time

  • 30 days of vacation and flexible working hours for the ideal work-life balance, as well as the possibility to bring your own dog to the office

  • Home Office option 

  • Excellent career opportunities at home and abroad, in our fast growing company - we support you on your way to the next career step

  • A high level of autonomy and trust

  • Personal development: Regular trainings, workshops and team events 

  • Startup spirit (flat hierarchies and short decision-making processes) within a leading international company in the health care sector, as a wholly owned subsidiary of Docplanner Group
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