Position: Line Manager
Location: Porto, Portugal
Employment type: Full-time
DUTIES AND RESPONSIBILITIES:
Lead and develop a team of around 15 Customer Service Representatives (CSRs) to meet performance targets, ensure quality, and satisfy client and end-user needs
Actively manage the team using the relevant management systems, including fulfilling relevant forms
Conduct performance analysis, coach team members, and hold periodic sessions to ensure continuous improvement
Regularly monitor CSR interactions to ensure client requirements are met, offering coaching to enhance quality and productivity
Provide real-time transaction support and ensure service levels are met to maintain productivity and operational margins
Conduct team meetings to foster involvement, innovation, and improvement
Support CSRs in handling customer interactions across various channels, including calls, chat, email, and more
Implement company-wide strategies, contribute to department strategic plans, and ensure team compliance with all internal policies (GDPR, GECSP)
Promote continuous improvement through innovative ideas, motivating team members, and contributing to the company's success.
REQUIREMENTS:
Native / fluent in Greek both verbal and written. Fluent in English
Minimum of two years in customer experience management or related industries
Higher education degree is mandatory
Proficiency in Microsoft Office (Excel, Word, PowerPoint), internet applications, and project tools
Strong interpersonal skills, team-building and management abilities, achievement-oriented mindset, and job motivation
Coaching and mentoring capabilities, project management knowledge, and reporting tool proficiency will be trained if necessary.
BENEFITS:
Excellent remuneration package based on experience, skills and performance
Be part of a dynamic multilingual, multicultural and creative team with positive and friendly atmosphere
Opportunity for personal and professional growth within a dynamic team environment
Training and development programs, including coaching skills and project management tools
Chance to implement innovative ideas and drive continuous improvement within a global organization
Exposure to diverse languages and cultures through interaction with global customers
Flexibility to contribute to strategic planning and company-wide initiatives.
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