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 (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 transaction 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 with 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 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!

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