Customer Service Operations Manager

1 day ago

Athens, Attica, Greece beBeeOperations Full time

Customer Service Operations Manager

CQS, a leading Greek customer relationship management services company, has been recognized as the #1 Top Employer in Greece for 2024 on various occasions.

With over 1,300 employees, CQS collaborates with major Greek and multinational companies across industries such as telecommunications, energy, retail, banking, and insurance.

We are currently seeking a motivated and experienced Customer Service Operations Manager to lead our inbound call center operations and ensure optimal performance.

Key Responsibilities:

  • Manage and lead a team of 4-5 Team Leaders and approximately 70 Contact Center Representatives.
  • Monitor and analyze KPIs to ensure the team meets or exceeds performance goals.
  • Deliver training and identify development needs to enhance team skills and efficiency.
  • Supervise daily schedules and allocate resources effectively to ensure smooth operations.
  • Conduct regular quality monitoring, provide constructive feedback, and ensure high levels of customer satisfaction.
  • Prepare detailed reports on performance, highlighting insights, risks, and areas for improvement.
  • Ensure compliance with company policies and procedures in all customer interactions.

Requirements:

  • Bachelor's degree (AEI/TEI).
  • Proven experience in a similar supervisory role.
  • Strong leadership, organizational, and team management skills.
  • Results-oriented mindset with excellent communication and negotiation abilities.
  • Proficiency in English and advanced computer skills (Microsoft Office).
  • Familiarity with call center software and tools is a plus.
  • Completed military obligations (for male candidates).

What We Offer:

  • A competitive salary package that recognizes your valuable contributions.
  • Performance-based bonuses to reward your achievements.
  • Private health insurance for your well-being.
  • Excellent opportunities for career advancement within a dynamic and modern work environment.
  • Continuous training and professional development programs to help you reach your full potential.

If you're a driven professional looking to make an impact, we'd love to hear from you

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