Teamlead Customer Service & KI-Transformation (m/f/d)

Professional leadership of the customer service team and first contact person for technical, process and technological issues Active management of daily business based on defined priorities and key figures focusing on availability, service quality and customer satisfaction – including occasional operational cooperation Further development of the customer service to a modern, digital and AI-based service organization – including professional responsibility for building, introducing and operating the AI-based voicebot solution Transfer of existing processes in automated dialogue, routing and processing processes as well as the conception and care of voicebot/chatbot dialogues, knowledge resources and response logics Analysis of relevant service and voicebot key figures as well as deriving concrete measures to improve solution rate, customer journey and service quality Assessment of new technologies and AI applications in customer service as well as translation of technical requirements in process and solution concepts Close cooperation with IT, departments and technology partners in the implementation of new solutions, as well as accompanying employees in the introduction of AI-based solutions and promoting the acceptance of new working methods Support of department management in strategic and operational issues

Multiannual professional experience in the customer service, contact center or customer management, ideally in the housing or real estate industry, but also cross-enterers from other industries Practical experience with the introduction, development or support of voicebots, chatbots, conversational AI or contact center solutions Experience with cloud-based contact center platforms Good understanding of the functioning, possibilities of use and limits of AI-based voicebot solutions Embossed technology affinity and experience in implementing technical requirements together with IT and implementation partners Structured, self-responsive and solution-oriented mode of operation as well as pronounced will for design and implementation Communication strength, leadership skills and joy in taking employees in change processes

Modern working environment: Virtual teamwork, latest equipment including iPads, mobile work and flexible working hours at a 37-hour week, life-phase-conscious corporate culture with the “audit berufundfamilie” award since 2009. Welcome to the team: Own-responsibility area with creative freedoms. Good working environment and great colleagues. Approximately 85% referral rate to kununu. Perspectives: Individual support through diverse training opportunities and regular training. Attractive performance package: Collective remuneration, annual profitsharing, holiday and Christmas money, employer-funded occupational pension, 30 days annual leave plus Christmas Eve and New Year's Eve, Germany ticket for 25 € a month. Employee events, occupational health management, health days, promotion of an EGYM Wellpass membership for sports and wellness. Travel expenses of up to EUR 0,66 per kilometre for private car journeys. We can help you find the apartment. .