{"id":1874,"date":"2026-05-15T14:01:01","date_gmt":"2026-05-15T12:01:01","guid":{"rendered":"http:\/\/www.gruenlicht.com\/?post_type=projekt&#038;p=1874"},"modified":"2026-05-15T14:27:58","modified_gmt":"2026-05-15T12:27:58","slug":"neuausrichtung-von-fuehrungspositionen-in-einem-kundenservice-unternehmen","status":"publish","type":"projekt","link":"https:\/\/www.gruenlicht.com\/en\/projekte\/neuausrichtung-von-fuehrungspositionen-in-einem-kundenservice-unternehmen\/","title":{"rendered":"Realignment of leadership positions in a customer service company"},"content":{"rendered":"<h2 class=\"wp-block-heading has-medium-font-size\">Project context<\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">Re-tender of management positions at four customer service locations<\/p>\n\n\n\n<h2 class=\"wp-block-heading has-medium-font-size\">Key areas<\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">Assessment Centre, Selection Procedure, Stakeholder Communication, Development Paths, Mentoring<\/p>\n\n\n\n<h2 class=\"wp-block-heading has-medium-font-size\">The role of gr\u00fcnlicht<\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">Conception, management, and execution of the entire selection process<\/p>\n\n\n\n<h2 class=\"wp-block-heading has-medium-font-size\">Starting situation<\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">As part of a comprehensive restructuring, all management positions at the team and department head level at a total of four customer service locations were to be re-advertised.<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Scope: around 80 leadership positions<\/li>\n\n\n\n<li>Applicants: approx. 120 people, including existing managers and new applicants<\/li>\n\n\n\n<li>Goal: To ensure that operational work continued at a high level during the multi-week process, while at the same time offering prospects to all involved \u2013 including those who were not successful.<\/li>\n<\/ul>\n\n\n\n<p class=\"wp-block-paragraph\">A particular challenge was balancing ongoing business with an extensive selection process. At the same time, communication with all stakeholders had to be fair and transparent, and the new leadership structure had to be geared towards long-term sustainability.<\/p>\n\n\n\n<h2 class=\"wp-block-heading has-medium-font-size\">Our Approach<\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">gr\u00fcnlicht oversaw the entire process from conception through to implementation and provided support in both project management and operational delivery.<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Consultancy and management throughout all project phases<\/li>\n\n\n\n<li>Design of the entire selection process \u2013 from preparation to the implementation of sustainable measures<\/li>\n\n\n\n<li>Conducting all assessment centres with realistic exercises such as self-presentation, analysis tasks, interviews, role-playing, and group work.<\/li>\n\n\n\n<li>Close coordination with the Group Works Council, Human Resources Department, and Management<\/li>\n\n\n\n<li>Continuous support in communication to involve all stakeholders<\/li>\n<\/ul>\n\n\n\n<h2 class=\"wp-block-heading has-medium-font-size\">Measures in detail<\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">A key component was the planning, organisation, and execution of assessment centres at four locations. Great importance was placed on realistic exercises and a comprehensible evaluation logic.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Alongside this, the evaluation and feedback were systematically set up. All participants received objective result analyses and systematic feedback discussions.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Based on the results, individual development paths for leaders were derived. In addition, a talent pool and a mentoring programme for future leaders were created.<\/p>\n\n\n\n<h2 class=\"wp-block-heading has-medium-font-size\">Results<\/h2>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Successful placements: Around 80 management positions were filled precisely \u2013 approximately half by new applicants, and the other half by internal managers.<\/li>\n\n\n\n<li>Operational stability: Business operations continued without loss of quality throughout the entire process<\/li>\n\n\n\n<li>Acceptance and transparency: high acceptance of results through clear communication and fair evaluation processes<\/li>\n\n\n\n<li>Sustainability: Establishing development pathways and mentoring programmes ensures long-term leadership competence<\/li>\n<\/ul>\n\n\n\n<h2 class=\"wp-block-heading has-medium-font-size\">Key Learnings<\/h2>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Structured selection processes create transparency and fairness.<\/li>\n\n\n\n<li>Sustainable measures such as development programmes are crucial to create added value beyond the selection process.<\/li>\n\n\n\n<li>Close involvement of all stakeholders significantly increases the acceptance of change processes.<\/li>\n<\/ul>","protected":false},"excerpt":{"rendered":"<p>Projektkontext Neuausschreibung von F\u00fchrungspositionen an vier Kundenservice-Standorten Schwerpunkte Assessment-Center, Auswahlverfahren, Stakeholder-Kommunikation, Entwicklungspfade, Mentoring Rolle von gr\u00fcnlicht Konzeption, Steuerung und Durchf\u00fchrung des gesamten Auswahlprozesses Ausgangslage Im Rahmen einer umfassenden Umstrukturierung sollten an insgesamt vier Kundenservice-Standorten alle F\u00fchrungspositionen auf Ebene der Team- und Abteilungsleitungen neu ausgeschrieben werden. Besondere Herausforderung war die Balance zwischen laufendem Gesch\u00e4ft und einem [&hellip;]<\/p>\n","protected":false},"featured_media":0,"template":"","meta":{"_acf_changed":false,"footnotes":""},"leistungsbereich":[16,20,19],"branche":[25,22],"projekttyp":[46,31,43,38,36],"class_list":["post-1874","projekt","type-projekt","status-publish","hentry","leistungsbereich-organisation-strategie","leistungsbereich-recruiting-employer-branding","leistungsbereich-training-personalentwicklung","branche-kundenservice","branche-telekommunikation","projekttyp-assessment","projekttyp-organisationsentwicklung","projekttyp-projektleitung","projekttyp-recruiting","projekttyp-training-weiterbildung"],"acf":[],"_links":{"self":[{"href":"https:\/\/www.gruenlicht.com\/en\/wp-json\/wp\/v2\/projekt\/1874","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.gruenlicht.com\/en\/wp-json\/wp\/v2\/projekt"}],"about":[{"href":"https:\/\/www.gruenlicht.com\/en\/wp-json\/wp\/v2\/types\/projekt"}],"version-history":[{"count":3,"href":"https:\/\/www.gruenlicht.com\/en\/wp-json\/wp\/v2\/projekt\/1874\/revisions"}],"predecessor-version":[{"id":1885,"href":"https:\/\/www.gruenlicht.com\/en\/wp-json\/wp\/v2\/projekt\/1874\/revisions\/1885"}],"wp:attachment":[{"href":"https:\/\/www.gruenlicht.com\/en\/wp-json\/wp\/v2\/media?parent=1874"}],"wp:term":[{"taxonomy":"leistungsbereich","embeddable":true,"href":"https:\/\/www.gruenlicht.com\/en\/wp-json\/wp\/v2\/leistungsbereich?post=1874"},{"taxonomy":"branche","embeddable":true,"href":"https:\/\/www.gruenlicht.com\/en\/wp-json\/wp\/v2\/branche?post=1874"},{"taxonomy":"projekttyp","embeddable":true,"href":"https:\/\/www.gruenlicht.com\/en\/wp-json\/wp\/v2\/projekttyp?post=1874"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}