Line Manager With GreekPortoPorto, Porto, PortugalJob Description:David Kennedy Recruitment Ltd provides unparalleled recruitment services for international companies across Europe. We bring a fresh and innovative approach to recruitment services, acting as a liaison between the candidate and the client. Our goal is to exceed the expectations of every client and candidate, and leave each and every party satisfied.David Kennedy Recruitment is working with a leading Outsourcing/BPO consultancy who is seeking to onboard a Greek-speaking Line Manager for their Porto offices.Position: Line ManagerLocation: Porto, PortugalEmployment type: Full-timeRemuneration: Base salary.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 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 department-wide strategies, contribute to departmental 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, results-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 a 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 department-wide initiatives.
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