Team Lead (Supervisor)
On-siteAthens, Attica, Greece
Job Summary
Provide front-line direction to Customer Service Representatives (CSRs) to ensure quality customer interactions. Manage and supervise CSRs, ensure training and professional development, and sustain employee engagement. Monitor operational performance to meet KPIs and SLAs, analyze reports to identify root causes of underperformance, and coach teams in real time. Develop incentive programs to motivate CSRs, coordinate staffing schedules with Operations Support/Workforce Management, and collaborate with HR/IT to resolve issues. Bring in-depth knowledge of partner products and promotions; participate in partner meetings and drive career development through training and career-pathing plans. Demonstrate a positive work ethic and embody the organization’s values through leadership and mentorship.
Required Qualifications
- High school diploma or equivalent
- Some post-secondary education or completion of a post-secondary degree in Business or related field
- 1-2 years of experience in a contact center and/or customer service
- At least 1 year in a Team Lead/Supervisory role
- Experience handling escalated issues in a contact center
- Typing 30 WPM with accuracy
- Basic knowledge of Google Suite (Sheets, Slides, Docs, Drive)
- Ability to maintain and develop operational reporting with spreadsheets
- Exceptional time management, organizational and prioritization skills
- Ability to work independently and in a team in a fast-paced environment
- Ability to work a variety of shifts (days, evenings, holidays)
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