Call Center Team Leader

5 days ago

Athens, Attica, Greece CQS SA Full time

CQS S.A., Greece's #1 Top Employer for 2024 on , is a leader in customer relationship management services. With over 1,300 employees, we partner with top Greek and multinational companies across telecommunications, energy, retail, banking, and insurance.

We are looking for an experienced Team Leader to oversee inbound call center operations, drive performance, and foster a high-performing team culture.

Your Role
  • Lead, coach, and develop a team of Contact Center Representatives.
  • Monitor and analyze KPIs, ensuring the team meets or exceeds performance targets.
  • Provide training, mentorship, and feedback to enhance team skills and efficiency.
  • Oversee daily operations, optimize schedules, and allocate resources effectively.
  • Ensure quality assurance and customer satisfaction through regular monitoring and feedback.
  • Prepare and present performance reports, identifying risks and opportunities for improvement.
  • Maintain compliance with company policies and best practices.
What We're Looking For
  • Bachelor's degree (AEI/TEI).
  • Proven experience in a supervisory role within a call center environment.
  • Strong leadership, coaching, and organizational skills.
  • Results-driven mindset with excellent communication and negotiation abilities.
  • Fluent English and advanced computer skills (Microsoft Office).
  • Experience with call center software/tools is a plus.
  • Completed military obligations (for male candidates).
What We Offer
  • Competitive salary & performance-based bonuses.
  • Private health insurance.
  • Career advancement opportunities in a dynamic, modern work environment.
  • Continuous training & professional development programs.

If you're ready to take your leadership skills to the next level and thrive in a fast-paced, people-focused environment, apply now

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