Local company active for many years in personnel management, we use our network of contacts as well as our deep knowledge of the Romandie economic landscape to offer high-quality service. For one of our clients, we are looking for, immediately or as agreed, a: Team Leader - Customer Service (80% to 100%) Responsibilities:- Supervise, support, and motivate your team on a daily basis- Monitor, analyze, and update the call center KPIs (quality, productivity, SLA)- Develop and optimize management tools and performance dashboards- Identify continuous improvement levers and propose concrete actions- Ensure smooth communication with other internal services and contribute to cross-functional projectsProfile:- Proven experience in a supervisory or team management role in a call center or similar environment- Mastery of KPI updates and analysis, as well as monitoring the performance of a contact center- Leadership: ability to unite, inspire, and develop a team- Comfort in support work, including taking calls- French or German language proficiency, with very good knowledge of the other language (minimum C1); any additional language is a plus- Proficient with digital tools, multichannel environments, and center management systems- Rigor, autonomy, and ability to maintain an overview even in intense situationsDo you match this advertisement? Apply directly! We will only respond to profiles that match the advertisement. jid865780aaen jit0418aen jpiy26aen