Job details
Posted 24 August 2023
LocationAthens
DisciplineCustomer Service
Reference36822
Contact NameAugustine Erdman
Job description
We are looking for a talented
Czech speaking Team leader to be responsible for supervising an assigned Customer Support team to meet or exceed client / corporate goals, and for coaching and motivating advisors by providing the skills and knowledge to perform their job.
As a
Team Leader/Manager in this project, your daily responsibilities will include:
- Apply a process of continuous review and proactive management of absenteeism and attrition for all Advisors in the team, ensuring return to work and exit interviews are completed.
- Continually review and monitor work performance of all Advisors against agreed KPI’s, instigating appropriate corrective action, using performance management tools, to manage any shortfall.
- Undertake formal quarterly performance reviews and 1:1 monthly meetings with each Advisor, ensuring objectives are continuously reviewed and linked to business KPI’s.
- Ensure Advisors are recognized and rewarded for outstanding achievements/performance in line with company mission and values.
- Provide clear direction and guidance to ensure consistent achievement of key performance metrics.
- Facilitate a culture of open and honest 2 way communication, ensuring key messages are cascaded to all team members, encouraging feedback and sharing of ideas and best practice.
- Maintain an environment which supports the spirit of teamwork, where Advisors are committed, loyal and take pride in working for the company; ensure actions from employee satisfaction survey are implemented and continuously reviewed.
- Coach, develop and motivate Advisors by providing the skills and knowledge to perform their job, together with opportunities for skills expansion and career development.
- Continuously monitor Advisor calls in line with CLOE, either via deskside or remote monitoring, across a sample of transaction types, ensuring performance metrics are consistently achieved.
To succeed in the role, you will need to have:
- Native our proficient Czech (C2) (mandatory)
- Advanced level of English (at least C1) both verbal and written (mandatory)
- Minimum of 12 to 18 months of call center experience preferably as Team Leader, Manager, or product specialist
- Evidence of effective interpersonal, coaching, and leadership skills
- Excellent telephone, keyboard, verbal and written communication skills
- Effective time management
- Ability to give constructive feedback to CSRs which lead to performance improvement
- Logical and objective approach to call assessment
- Ability to organize and prioritize, set priorities and multi-task
- Must hold EU citizenship or valid work permit for Greece
- Be a local candidate, office based position in Athens, Greece
About the company:
Our client in Greece is a company of 4,800+ employees from over 90 countries. They work hard but also know that a happy employee is a productive employee. For re-charging, new experiences and adventures, Athens is a city that stands out. So, join them and invest in your growth!
They provide solutions to their clients’ customers via phone, chat, email and social media. As a global CX leader, they deliver 3.5 million unique experiences every day for 400+ clients through business process outsourcing (BPO), digital CX, training and talent management and CX consulting and analytics.
Apply today!
About Multilingual Jobs Worldwide
We are a leading multilingual recruitment specialist agency, with businesses from all over the world, connecting talent from Germany, France, Netherlands, Belgium, Italy, Spain, and more.
Multilingual Jobs Worldwide is a leading language recruitment agency in Europe, matching the most exciting jobs with multilingual talent. We have offices in Oslo, Tallinn, Malaga, Malta, and Lisbon. We have helped over 3000 people find their dream job with our 300+ partners in over 30 countries.
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