Bilingual Operation Manager for Foundever - Athens, Greece
Foundever
- Αθήνα
- Μόνιμη
- Πλήρης Απασχόληση
- Direct involvement in the recruitment, selection induction and ongoing skills development for all direct reports, ensuring we attract and retain the best talent
- Line management responsibility for all Team Managers
- Ensure metrics are consistently achieved and appropriate actions taken to address any shortfall
- Undertake formal quarterly performance reviews and 1:1 meetings with direct reports against KPI’s
- Apply a process of continuous review and proactive management of absenteeism and attrition across all Teams taking appropriate action where necessary
- Management of any campaign migration or new business implementation
- To ensure actions from Employee Satisfaction survey are implemented and continuously reviewed
- Overall accountability for training, development and mentoring of direct reports to provide opportunities for skills expansion and career development
- Facilitate a culture of open and honest 2 way communication ensuring key messages are cascaded and rewarded for outstanding achievements/performance in line with company mission and values
- Manage client relationship at an operational level in terms of coordinating information and data requests and delivery of these within agreed timescales and to required quality
- Co-ordination of responses to any client change control requests
- Ensure call monitoring monthly across representative sample of all transaction types and appropriate action taken to correct any shortfall
- Ensure client satisfaction surveys are undertaken and action plans implemented and reviewed
- Management of any client escalations relating to the Operational team’s performance
- Apply process for tracking of client satisfaction and complaints in terms of response and resolution
- Ensure process audits are completed quarterly for each customer related transaction and improvement plans agreed
- Preparing, analyzing and presenting data to the client as part of monthly performance reviews
- Action commercial decisions affecting P&L
- Ensure forecasts and work schedules are accurately completed using relevant client information and scheduling tool
- Ensure integrity and accuracy of financial reporting and analysis on both site and client level based on Sales
- Ensure budgeted revenue and EBITDA is achieved, by ensuring clients are invoiced for all ’billed hours’
- Native or proficient level in Engish (C2 mandatory) with excellent verbal and written communication skills
- Advanced level (C1 at least) in any other European Language with strong verbal and written communication skills
- Ability to give constructive feedback to CSRs which lead to performance improvement
- Logical and objective approach to call assessment
- Ability to make fair and consistent judgments and decisions
- Ability to influence behavior
- Availability to travel
- Ability to adhere to all organizational policies and procedures
- Ability to give constructive feedback to the team members which lead to performance improvement
- Must hold EU citizenship or valid work permit for Greece
- Be a local candidate or willing to relocate to historic Athens, Greece
- College degree or directly related work experience
- Min. 2 years’ experience in customer support environment as a Team Manager. Background as supervisor in Customer Support (BPO Industry)
- Evidence of effective interpersonal, coaching, and leadership skills
- Good numeric and verbal reasoning skills
- Effective time management
- Ability to organize and prioritize, set priorities and multi-task
- People oriented
- An element of gravitas
- Experience with policy work
- Early adopter of technology
- Dependable, reliable and able to perform duties with minimum supervision
- Ability to interact positively with staff at all levels
- Very competitive wages and stability
- Fully paid training
- Private healthcare
- Continuous learning/development opportunities
- Competitive career opportunities
- A safe, friendly, diverse, supporting and technological company
- International and multicultural environment (celebrations, initiatives to develop your skills and events to increase the team spirit)
- EverBetter wellness program (Fitness room in our premises & Personal Trainer)
As an equal opportunity organization, we hold a deep appreciation for diversity and actively foster an inclusive environment.
We are dedicated to respecting and valuing the unique perspectives, backgrounds, and abilities of every individual within our company.
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