Line Manager - Greek - Porto

Position: Line Manager

Location: Porto Portugal

Employment type: Fulltime

DUTIES AND RESPONSIBILITIES:

• Lead and develop a team of around 15 Customer Service Representatives (CSRs) to meet performance targets ensure quality and satisfy client and enduser needs
• Actively manage the team using the relevant management systems including fulfilling relevant forms
• Conduct performance analysis coach team members and hold periodic sessions to ensure continuous improvement
• Regularly monitor CSR interactions to ensure client requirements are met offering coaching to enhance quality and productivity
• Provide realtime transaction support and ensure service levels are met to maintain productivity and operational margins
• Conduct team meetings to foster involvement innovation and improvement
• Support CSRs in handling customer interactions across various channels including calls chat email and more
• Implement companywide strategies contribute to department strategic plans and ensure team compliance with all internal policies (GDPR GECSP)
• Promote continuous improvement through innovative ideas motivating team members and contributing to the companys success.

REQUIREMENTS:

• Native / fluent in Greek both verbal and written. Fluent in English
• Minimum of two years in customer experience management or related industries
• Higher education degree is mandatory
• Proficiency in Microsoft Office (Excel Word PowerPoint) internet applications and project tools
• Strong interpersonal skills teambuilding and management abilities achievementoriented mindset and job motivation
• Coaching and mentoring capabilities project management knowledge and reporting tool proficiency will be trained if necessary.

BENEFITS:

• Excellent remuneration package based on experience skills and performance
• Be part of a dynamic multilingual multicultural and creative team with positive and friendly atmosphere
• Opportunity for personal and professional growth within a dynamic team environment
  
• Training and development programs including coaching skills and project management tools
• Chance to implement innovative ideas and drive continuous improvement within a global organization
• Exposure to diverse languages and cultures through interaction with global customers
• Flexibility to contribute to strategic planning and companywide initiatives.