Czech speaking Team Manager - Greece - JID:7640
- Location
- Athens, Attica, Greece
- Salary
- TBD
- Job type
- Permanent Vacancy
- Fluent Language
- Czech, English
- Category
- Call Centre, Customer Service, Management, Executive
- Job Reference
- JID:7640
- Posted on
- 4 Sep 2023
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About the Role:
Our client is looking for a talented and accomplished Czech speaking Team Manager to be responsible for supervising an assigned team to meet or exceed client / corporate goals, and for coaching and motivating advisors by providing the skills and knowledge to perform their job.
As a Team 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 KPI’s, 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 KPI’s.
- 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.
- Ensure accurate and timely communication of any client/campaign issues to Operations Manager.
- Ensure appropriate actions are taken to improve client satisfaction survey scores.
- Implementation of the GOS processes.
To succeed in the role, you will need to have:
- Native our proficient Czech (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 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
- Be a local candidate, office based position in Athens, Greece
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