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 cliente Our 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. Descrição Ensure 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 (chosenby 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 performanceevaluation (Biannual); Ensure all processes, procedures and policies are fulfilled, including but not limited to GDPR, GECSP, HR, etc.; Perfil ideal Higher 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 applications Working knowledge of Microsoft Office Suite (Excel, Word, PowerPoint); Project Tools knowledge(To be given) Use of phone/email system Use of CCMS System; Reporting tools Achievement oriented Interpersonal skills Job motivation Management skills Team building/Teamwork Vantagens A great opportunity for professional growth! #J-18808-Ljbffr