Customer Service Team Leader - German Or Greek Speaker

Our client is a multinational company.A consolidated and dynamic Customer Service hub known worldwide.Sobre o nosso clienteOur client is a multinational company within the Customer Service sector looking for new elements to join their structure and support a recent client they have added to their wide portfolio.DescriçãoEnsure the fulfilment of all the TOPS forms: AOF - Agent Observation Form; CL - Checklist; GP - Game Plan; WKAP - Weekly KPI Action Plan; KPI performance analysis;Attend meetings (chosen by the ACM or Account Manager/CCM);Know and understand at least the three main improvement opportunities of each team member;Complete regular transaction monitoring of the interactions handled by their teams and provide appropriate coaching to ensure that agents meet the client requirements, revising periodically to ensure effectiveness;Attend quality calibration sessions;Provide "real time" support to agents on transactions handling - floor walking support;Proactively maintain and deliver the required service levels to maximize productivity in the team to ensure the desired operational margin;Promote innovative ideas within the team (Continuous Improvement and Innovation);End Customers support through calls (inbound and outbound) and other channels;Take an active role in the development of the department's strategic plans, as well as company-wide strategies;Provide the team a clear sense of direction, ensuring excellent results in motivation, inspiration, attendance and engagement;Communicate the company's culture and values;Team member performance evaluation (Biannual);Ensure all processes, procedures and policies are fulfilled, including but not limited to GDPR, GECSP, HR, etc.;Perfil idealHigher Education Degree (preferential)Jump! Program (preferential in case of an internal promotion)At least two years in Customer Experience Management and shared services and/or related industries (preferred)Fluency in English and German/Greek (or French, Italian or Spanish)Ability to use Internet applicationsWorking knowledge of Microsoft Office Suite (Excel, Word, PowerPoint);Project Tools knowledge (To be given)Use of phone/email systemUse of CCMS System; Reporting toolsAchievement orientedInterpersonal skillsJob motivationManagement skillsTeam building/TeamworkVantagensA great opportunity for professional growth!
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