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About the position
We are looking for a talented Latvian-speaking speaking Team leader to be responsible for supervising an assigned Customer Support team to meet or exceed client / corporate goals, and for coaching and motivating advisors by providing the skills and knowledge to perform their job.
About the company:
Our client in Greece is a company of 4,800+ employees from over 90 countries. They work hard but also know that a happy employee is a productive employee. For re-charging, new experiences and adventures, Athens is a city that stands out. So, join them and invest in your growth!
They provide solutions to their clients customers via phone, chat, email and social media. As a global CX leader, they deliver 3.5 million unique experiences every day for 400+ clients through business process outsourcing (BPO), digital CX, training and talent management and CX consulting and analytics.
As a Team Leader/Manager in this project, your daily responsibilities will include:
- Apply a process of continuous review and proactive management of absenteeism and attrition for all Advisors in the team, ensuring return to work and exit interviews are completed.
- Continually review and monitor work performance of all Advisors against agreed KPIs, instigating appropriate corrective action, using performance management tools, to manage any shortfall.
- Undertake formal quarterly performance reviews and 1:1 monthly meetings with each Advisor, ensuring objectives are continuously reviewed and linked to business KPIs.
- Ensure Advisors are recognized and rewarded for outstanding achievements/performance in line with company mission and values.
- Provide clear direction and guidance to ensure consistent achievement of key performance metrics.
- Facilitate a culture of open and honest 2 way communication, ensuring key messages are cascaded to all team members, encouraging feedback and sharing of ideas and best practice.
- Maintain an environment which supports the spirit of teamwork, where Advisors are committed, loyal and take pride in working for the company; ensure actions from employee satisfaction survey are implemented and continuously reviewed.
- Coach, develop and motivate Advisors by providing the skills and knowledge to perform their job, together with opportunities for skills expansion and career development.
- Continuously monitor Advisor calls in line with CLOE, either via deskside or remote monitoring, across a sample of transaction types, ensuring performance metrics are consistently achieved.
You will need:
- Native our proficient Latvian (C2) (mandatory)
- Advanced level of English (at least C1) both verbal and written (mandatory)
- Minimum of 12 to 18 months of call center experience preferably as Team Leader, Manager, or product specialist
- Evidence of effective interpersonal, coaching, and leadership skills
- Excellent telephone, keyboard, verbal and written communication skills
- Effective time management
- Ability to give constructive feedback to CSRs which lead to performance improvement
- Logical and objective approach to call assessment
- Ability to organize and prioritize, set priorities and multi-task
- Must hold EU citizenship or valid work permit for Greece
- Ready to relocate to Athens, Greece with relocation package
What's in it for you?
- Permanent contract
- Private healthcare
- Continuous learning/development opportunities
- Competitive career opportunities
- A safe, friendly, diverse, supporting and technological company
- International and multicultural environment (celebrations, initiatives to develop your skills and events to increase the team spirit)
- EverBetter wellness program (Fitness room in our premises & Personal Trainer)
Relocation support including:
- Flight to Athens
- Taxi to pick up from airport
- Airbnb for 4 weeks
- Assistance to issue hiring documents
- 500euros gross in the salary upon completion of the 1st year of employment
Selle ametikoha keskmise palga info leiad aadressilt palgad.ee.
Asukoht
- Kreeka
Tööaeg
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Oskused
Keeled
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Kontaktisik
Nordic Jobs Worldwide
Nordic Jobs Worldwide
We are Nordic recruitment experts, connecting candidates from Sweden, Finland, Norway, and Denmark with businesses worldwide.
Our goal is simple: Match talented candidates with exciting jobs that let them use their native languages worldwide.
What sets us apart? Our friendly team of native-speaking recruiters, really get to know our candidates. With over 30 years of combined recruitment experience, we're a trusted partner for businesses globally.
Visit our Website: www.nordicjobsworldwide.com Get in Touch: info@nordicjobsworldwide.com
Tomorrow brings new opportunities!
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