Athens
Posted 2 weeks ago

As an Assistant Call Center Manager, you will coach a team while monitor transactions’ volume and work flow, manage customer satisfaction and identify process improvement activities to maintain Service levels ensuring that Customers’ needs are addressed accurately and professionally.

This job requires a lot of responsibility from the candidate as you will lead the team of people and take part in advancing the team of people alongside making sure that the performance of the team is intact!

The list of daily activities

  • Assist associates with Customers’ enquiries by offering guidance and solutions
  • Handle transactions when there are staff shortages or an overwhelming abundance of transactions and demonstrate best practices to Agents
  • Monitor transactions according to sampling plan and re-monitor all evaluations with status Fail
  • Coach associates according to Performance results
  • Gather feedback from the Agents in regard to new/emerging issues and proceed to the necessary escalation to the Client
  • Meet with Agents on a monthly basis to evaluate the monthly results and discuss future objectives
  • Meet with ACM/CCM on a daily basis to plan, strategize, and review department’s performance
  • Motivate and influence the team through leading by example, developing confidence with each team member
  • Ensure that all Agents are familiar with Company’s Policies and Procedures
  • Manage the team adherence to schedule
  • Participate in Internal and External calibration sessions
  • Communicate and be a focal point of dissemination of information from management to team and vice versa
  • Suggest and inform the Management team on any matters related to improving revenue generation & customer satisfaction in regard to call handling and call centre processes
  • Attend the ELP session delivered by the ACM
  • Evaluate Agents and follows structured action plans for Agents development
  • Participate in DMAIC meetings
  • Follow and apply Regulations regarding Personal and Performance Data Confidentiality and Security
  • Attend recurrent trainings published by the Client/Company on a regular basis
  • Be positive and proactive and have a desire for applying continuous improvement processes
  • Other duties as assigned

Requirements

At least one year in supervising position (in shop, hotel, call center, etc. will be a HUGE asset)

Good communicative skills

Interest in management of people

Good command of English (C1) and fluency in one of the language from the list (C2):

Bulgarian, Czech, Slovenian, Slovak, Norwegian, Danish, Icelandic, Latvian, Estonian, Lithuanian, Croatian

Working hours:

Monday – Sunday 08:00 – 20:00 (you work 8 hrs a day 5 days a week)

What we offer

attractive salary: between 1300-1500 € gross per month

2 bonus salaries a year (Christmas Bonus and the holiday bonus)

Performance based bonus up to 10% of gross salary!

private medical care and life insurance

FOR INTERNATIONAL CANDIDATES

  • Free flight tickets from any European city to Thessaloniki
  • Pick up from the airport
  • Free two weeks stay in the hotel 
  • Help with paperwork, opening a bank account, etc. on your arrival
  • Assistance in finding the accommodation

– Free Greek lessons, cooking courses, sports activities and social events organized by the company.

Apply Online

A valid email address is required.