Added 1 year ago
Call Center Operations Manager
LocationThessaloniki, Θεσσαλονίκης, Greece
Level of positionManager
Date of publish2022-11-08
IndustryCall Centre and Customer Service
Call Center Operations Manager
Adecco HR is the global leader in HR services, certified in Greece with ISO 9001:2015 in the field of search and selection services and temporary placement. Adecco is currently seeking, on behalf of its client, a multinational services company, a dynamic and flexible professional to cover the following position:
Call Center Operations Manager- Thessaloniki
Job Description
- Manage team members to deliver client business.
- Responsible for achieving immediate team KPIs including quality, productivity and compliance parameters.
- Provide regular and timely coaching and feedback to team members for performance improvement and continuous development/success improvement.
- Identifies opportunities for continuous process improvement and implements action plans.
- Assists senior leaders in planning and executing future delivery strategies and business/service area penetration.
- Responsible for enforcing company policies and procedures to ensure compliance.
- Weekly calls with customer operations team to improve efficiencies, workflows and overall program
- Collaborate with training and quality departments (both internal and client) to improve processes, training needs, and determine the best way to improve employee performance
Candidate Profile
- Experience in call center management and leading a team
- BPO experience preferred
- Excellent written and verbal communication skills
- Analytical mind that allows you to look at metrics and create improvement plans
- Proficiency with Microsoft Suite (specifically Excel, PowerPoint, Word).
- Understanding of call center technology
- Strong workforce management skills
- Good German & English Skills
The Company Offers
- Interesting and dynamic opportunity to work for one of the most renowned companies in the world
- Development in a large matrix international organization
- Opportunity to be part of local/ regional projects HR team and the setting up of the Greek operations from the HR prospective
- Competitive salary
- Possibility of personal and professional growth
- Flexible working hours
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