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Team Lead Customer Contact Center (m/f/d)

职位ID
503111
发布时间
17-4月-2026
组织
Smart Infrastructure
工作领域
Customer Services
公司
Siemens S.A.
经验水平
高级专业人士
工作职位
全职
工作模式
混合动力车（远程/办公室）
工作性质
长期
通知語言
  • Corroios - 塞圖巴爾 - 葡萄牙
Create a better #TomorrowWithUs 🚀 

At Siemens, we build technology solutions to shape the world we live in. We transform industries and societies by combining the real and digital worlds. With over 300.000 of the world’s most forward-thinking minds and the power of a presence in more than 190 countries, we make a truly global impact. 


Siemens Smart Infrastructure relies on the combination of smart grids and smart buildings by combining physical solutions and digitalization in all areas of electrification and automation. Ingeniously it connects energy systems, buildings, and industries to improve the way we live and work through greater efficiency and sustainability. 

Siemens SI has its global headquarters in Switzerland with about 7,400 colleagues who are responsible for the solutions and services business. This makes Siemens SI the market leader in Europe. 


Are you ready to be part of the change? Come join us!  ⭐ 

Electrification, automation and digitalization are driving the transformation of infrastructure and mobility. At Siemens Smart Infrastructure eMobility, we enable the transition to sustainable transport by delivering intelligent charging solutions and outstanding customer services.
We are looking for a Customer Contact Center (CCC) Lead to shape, manage, and continuously improve our Customer Contact Center, ensuring an excellent customer experience and scalable support operations.


As CCC Lead, you are responsible for the end to end ownership of the Customer Contact Center function, covering people, processes, performance, and partners.

Your mission will be…  
  • Lead the operational setup and day to day management of the Customer Contact Center (L1 support).
  • Own the CCC service model, scope, processes, and performance.
  • Manage and govern external contact center service providers, including contracts, SLAs, and KPIs.
  • Define, track, and continuously improve operational KPIs such as First Contact Resolution, response and resolution times, customer satisfaction, backlog, and volume management.
  • Recruit, onboard, develop, and lead Customer Contact Center teams (internal and external).
  • Drive standardization, quality, and continuous improvement across locations and suppliers.
  • Drive training strategy of the team in coordination with the service providers.
  • Act as the main interface between the CCC and internal stakeholders such as Technical Support, IT, Quality, Training, and Product teams.
  • Support the rollout of new tools, channels, and automation initiatives within the contact center environment.
 
We are looking for someone with… 
  • Bachelor’s degree in Business, Engineering, IT, or a related field (Master’s degree is a plus).
  • Several years of experience in Customer Contact Centers, Customer Operations, or Service Management.
  • Proven experience in: 
    • Setting up, scaling, or transforming Contact Centers
    • Managing 3rd party service providers
    • KPI driven operational management
    • Hiring and leading teams in an international environment
    • Strong analytical, structured, and process oriented way of working.
  • Excellent communication and stakeholder management skills.
  • Experience with CRM / case management tools (e.g. Microsoft Dynamics 365 or similar).
  • Fluent in English; additional European languages are an advantage, namely German and/or Dutch.
 
What We Offer 
  • Belong & Innovate: Work in diverse teams where every idea matters and innovation grows through collaboration and trust. 
  • Flexibility that Works: Hybrid model, flexible hours, and a home office budget — because balance fuels performance. 
  • Health & Well-being: Comprehensive health insurance, mental health support, and active sports communities to keep you feeling your best. 
  • Grow Without Limits: Access world-class learning platforms, mentoring, and continuous development opportunities. 
  • Purpose & Perks: Contribute to sustainability and volunteer initiatives and enjoy partner discounts. 


Please attach your CV in English to your application. 


#Siemens  


Siemens is deeply committed to fostering a diverse and inclusive environment. We are proud to be an equal opportunity employer and strongly encourage applications from a wide array of talented individuals!