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DESCRIPTION
Location: Athens, Greece
Role: German speaking Team Manager
Salary: competitive
Hours: 40 hrs per week rotational
The company
Our client is a leading provider of customer experience solutions, offering innovative and scalable services to global brands. Operating in a dynamic and multicultural environment, the company specializes in customer support, technical assistance, and digital engagement, delivering high-quality service across various industries. With a strong commitment to professional growth, employee well-being, and operational excellence, the company fosters a collaborative and inclusive workplace in Athens, Greece.
The Role
We are seeking a talented and accomplished German-speaking Team Manager to oversee a dynamic team of customer agents. This role requires strong leadership, coaching, and motivational skills to equip advisors with the knowledge and expertise needed for success. As a team manager you will manage a team of around 15 agent. Your task is to create a stimulating work environment to continually increase the improvement and results of your team. You will work closely with your team to improve individual and department KPI performance. It will be your responsibility to analyse performances and make sure your team has the tools and knowledge they need to deliver their targets. Coaching, training and motivating your team will be a big part of your job.
Responsibilities
- Manage team performance through continuous review and proactive measures to minimize absenteeism and attrition.
- Regularly assess and monitor advisor performance against key performance indicators (KPIs), implementing corrective actions as necessary.
- Facilitate formal quarterly performance reviews and monthly one-on-one meetings with each advisor to ensure alignment with business objectives.
- Recognize and reward outstanding achievements, fostering a high-performance culture.
- Provide clear direction and guidance to consistently achieve key performance metrics.
- Encourage open and honest communication, ensuring key messages are effectively cascaded across the team.
- Cultivate a strong team spirit where advisors feel engaged, valued, and motivated.
- Coach, develop, and mentor advisors, offering skill enhancement and career development opportunities.
- Monitor advisor calls to maintain high-quality customer interactions, ensuring adherence to established standards.
- Implement and monitor processes to improve client satisfaction and overall operational efficiency.
REQUIREMENTS
We are looking for candidates who have:
- Fluency in German and English
- Previous experience as a team manager or product specialist
- Strong leadership, interpersonal, and coaching skills with the ability to drive performance improvement.
- Excellent communication skills, both verbal and written.
- Effective time management and organizational abilities.
- Ability to provide constructive feedback and mentor advisors for performance enhancement.