Customer Care Team Manager (Swedish)

David Kennedy Recruitment is working with a leading Outsourcing/BPO consultancy who is seeking to onboard a Swedish-speaking Team Manager to join their Customer Support teams in Athens.



Position: Team Manager

Location: Athens, Greece

Employment type: Full-time

Remuneration: Base salary.



DUTIES AND RESPONSIBILITIES:

- 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.


REQUIREMENTS:

- Native our proficient Swedish (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


BENEFITS:

- Excellent remuneration package
- Permanent contract
- Private healthcare
- Relocation support with accomodation for employees from abroad
- Gym on-site with a Personal Trainer's support
- Retention bonus
- Meal cards
- Performance bonus
- A dynamic and creative team with positive and friendly atmosphere
- Guidance and tools to reach your full potential