English speaking Supervisor/Snr Team Manager

Found in: beBee S GR - 1 month ago

Athens, Greece Foundever™ Full time
About Foundever™

 

Foundever™ is a global leader in the customer experience (CX) industry. With 170,000 associates across the globe, we’re the team behind the best experiences for +750 of the world’s leading and digital-first brands. Our innovative CX solutions, technology and expertise are designed to support operational needs for our clients and deliver a seamless experience to customers in the moments that matter.  

 

 

Come and work with us.

 

As the Supervisor/Senior Team Manager reporting to the Operations Manager, you will lead and coordinate a group of Team Managers responsible for different markets. Your primary focus will be on supporting and guiding these Team Managers in handling people matters, achieving operational targets, coaching, providing feedback, and serving as a vital link between the Team Managers and the Operations Manager. Your strategic mindset and leadership skills will play a key role in driving performance, fostering teamwork, and ensuring alignment with the company's mission and values.

 

 

Your daily responsibilities will include:

 

  • Lead a cohesive group of Team Managers, each overseeing Advisors within their designated market, and facilitate effective coordination between these managers.
  • Provide guidance and support to Team Managers in addressing absenteeism and attrition concerns, ensuring timely return-to-work procedures and thorough exit interviews.
  • Oversee the work performance of Advisors under different Team Managers, ensuring adherence to established KPIs. Intervene with appropriate corrective measures, using performance management tools, when performance falls short.
  • Conduct formal quarterly performance reviews and monthly 1:1 meetings with each Team Manager, ensuring that objectives are linked to business KPIs and promoting continuous improvement.
  • Champion efforts to acknowledge and reward exceptional performance among Advisors, aligning recognition practices with the company's mission and values.
  • Offer clear directions to ensure that all Advisor teams consistently meet key performance metrics.
  • Foster an environment of transparent, open communication, ensuring that important messages are effectively communicated to all team members. Encourage the exchange of feedback, sharing of ideas, and dissemination of best practices.
  • Cultivate a collaborative environment where Advisors are committed, loyal, and take pride in their roles. Implement actions derived from employee satisfaction surveys and regularly review their effectiveness.
  • Coach, develop, and motivate Team Managers, equipping them with the skills and knowledge needed for effective leadership. Create opportunities for their skill enhancement and professional growth.
  • Continuously monitor Advisor interactions using established protocols, employing both on-desk and remote monitoring methods across various transaction types to ensure consistent performance metrics.
  • Ensure the Operations Manager is promptly informed of any client/campaign issues and participate in devising appropriate solutions.
  • Drive strategies to enhance client satisfaction survey scores, guiding Team Managers in taking necessary actions to improve overall client satisfaction.
  • Oversee the implementation of GOS (Global Operating Standards) processes within Advisor teams.

 

 

To succeed in the role, you will need to have:

 

 

  • At least 12 months of experience as a Team Manager/Team Leader.
  • Proficient in English with at least C1 level proficiency in both verbal and written communication (mandatory).  
  • Capable of delivering constructive feedback to CSRs, leading to measurable performance improvements. 
  • Demonstrates exceptional verbal and written communication skills.
  • Possesses a logical and objective approach to call assessment.Exhibits effective time management skills.
  • Demonstrates strong organizational and prioritization abilities, with the capability to manage multiple priorities concurrently.
  • Strong verbal and written communication skills
  • Ability to work with a variety of people from diverse backgrounds.
  • Ability to make fair and consistent judgments and decisions.
  • Ability to solve problems and offer suggestions.
  • Ability to adhere to all organizational policies and procedures.
  • Ability to give constructive feedback to CSRs which lead to performance improvement.
  • High quality awareness and self-motivation.
  • Structured, process-, solution- and result-oriented way of working.
  • Flexible and able to work under pressure.
  • Must hold EU citizenship or valid work permit for Greece
  • Be located in Athens, Greece

 

 

Knowledge/abilities

 

  • People oriented
  • Structured way of working
  • Knowledge of Foundever policies, procedures, products and services.
  • Very good knowledge in the use of MS-Office
  • Strong coaching ability

 

 

 

 

Go further with Foundever™

 

What's in it for you? We give our people the tools and the freedom to learn, grow, have fun and be themselves.

 

  • Very competitive wages and stability
  • Fully paid training
  • 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)

 

Apply Today

 

Our success lies in our diversity, and our differences are our strength. We are an equal opportunity company and we value and respect diversity. You choose where you want to go; we help you get there

We take care of you and your development and make sure that you have the right conditions to deliver the best results. Subsequently, we expect that you give it your best at all times.
If you feel that this ad sums up your character and your ambitions, please submit your resume.
 

 

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