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Leitung Inbound – Zentrale Erstberatung (m/w/d)
Contract type
Ongoing
Work mode
Remote · Germany
Experience
3 years
Job description
Lead the central inbound first-consultation team at a German education provider, taking disciplinary and technical responsibility for the team and its service quality, in a fully remote full-time role.
At a glance
- Employment
- Full-time
- Work mode
- Remote · Germany
- Languages
- German
What you'll do
- Disciplinary and technical leadership, development and support of the inbound team, including regular feedback and employee reviews
- Responsibility for operational control of the central first consultation and for reachability, service quality and efficient handling of incoming customer enquiries
- Staff deployment, shift and capacity planning, including coordination of internal supporters
- Analyse, assess and steer key metrics such as service level, answer rate, call duration, lead handling and conversion
- Create and further develop reports, dashboards and regular evaluations to derive concrete improvement measures
- Ensure uniform processing and documentation standards and data quality in the systems used
- Maintain, optimise and document workflows, process specifications and interfaces to consulting, sales, locations and other teams
- Handle and prioritise operational questions, requirements and tickets, including coordination with internal departments and IT
- Support the further development of digital systems and automation solutions, especially for telephony, lead management and AI-supported customer communication
- Onboarding and training of new employees: responsibility for structured induction and training
What we're looking for
- Completed vocational training, preferably in a commercial or service-oriented field, or a comparable qualification
- Several years of professional experience in customer consulting, customer service, contact center or a comparable operational service unit
- Practical experience in disciplinary employee leadership and in developing teams
- Sound knowledge of managing operational service processes using metrics and quality standards
- Strong analytical skills and confident handling of data, evaluations, reporting and common office applications
- Experience with CRM, telephony or contact center systems and willingness to learn further applications
- Structured, self-responsible and solution-oriented way of working with high organisational and decision-making ability
- Strong communication, reliability and an appreciative yet clear leadership style
- Interest in process optimisation, digitalisation and the meaningful use of AI solutions
Your team
Zentrale Erstberatung (Inbound)
Central first consultation / inbound team
Benefits
- 30 vacation days per year on a 5-day week
- Employee discounts via Corporate Benefits on many well-known brands and platforms
- Job bike leasing via salary conversion with tax advantages
- EGYM Wellpass with a monthly subsidy of 46 €
- Internet allowance of up to 40 € per month, tax- and social-security-free
- Deutschland-Ticket for only 9 € per month
- Group accident insurance from the first day of work
Apply
About GFN GmbH
Education provider with IT specialisation accompanying people on their path of further training and professional reorientation
As an education provider with IT specialisation, GFN GmbH accompanies people throughout Germany on their path of further training and professional reorientation.
Key facts
- Lives diversity with its participants and within the GFN team
What they value
- A prejudice-free, appreciative way of working together
- Living diversity