Head of Call Center Service Center Aachen | Leitung des Servicecenters Call Aachen (m/w/d)

Civil Service qualification for career group 2, first entry level (General Administrative Service) OR successful completion of Administrative Course II OR comparable university degree (e.g., Diploma in Finance, Law, or Bachelor/Diploma in Administrative Management) OR University degree (Bachelor or Diploma) in Administrative Sciences, Law (e.g., 1st or 1st and 2nd State Examination), Business Administration (e.g., focus on Law and Controlling) OR successful completion as Administrative Specialist (Verwaltungsfachangestellte) or Administrative Course I.

• Leadership experience or participation in the city's 'Competent Management' leadership development program
• Experience handling Call Center Management Systems
• Professional experience in shift planning (Desirable)
• Professional experience with Knowledge Management systems (Desirable)
• Professional experience with CRM systems (Desirable)
• Minimum 3 years of professional experience in a subject area rated at least EG 8 TVöD (if applying with specific vocational qualifications)
• Minimum 3 years of professional experience in a subject area rated at least salary grade A 8 LBesO A NRW (if applying with specific civil service qualifications)

• Willingness to take on late shifts until 6:00 PM (including Fridays). High commitment, especially during crisis situations (e.g., citizen hotlines, election Sundays). Mandatory participation in a management training course (D 300) upon appointment to the leadership function.