English speaking Operation Manager for a Social Network platform - Athens, Greece

About Foundever™

Foundever™ is a global leader in the customer experience (CX) industry. With 170,000 associates across the globe, we’re the team behind the best experiences for +750 of the world’s leading and digital-first brands. Our innovative CX solutions, technology and expertise are designed to support operational needs for our clients and deliver a seamless experience to customers in the moments that matter.  

Come and work with us.

We are looking for a talented and accomplished English speaking Operations Manager for our Greek Team, to be responsible for managing a full operation, providing leadership and direction to a number of teams in order to achieve Client and Corporate goals.

As an Operation Manager, your daily responsibilities will include:

• Reporting to the Business Unit Director, manage first-line supervisors that are responsible for managing the day-to-day operations of a team of representatives handling customer inquiries, issues, content moderation etc.
• Preparing, analyzing and presenting data to the Client as part of monthly/ quarterly performance reviews
• Undertake formal monthly/ quarterly performance reviews and 1:1 meeting with direct reports against KPI’s
• Ability to support P&L analyzes and make decisions aligned with Client and Corporate business
• 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
• Management of any Client escalations relating to the Operational team’s performance
• Apply process for tracking of customer/ client satisfaction and complaints in terms of response and resolution
• Applying a process of continuous review and of absenteeism and attrition across all teams
• Line Management responsibility for Team Managers
• Ensure process audits are completed quarterly for each customer-related transaction and improvement plans agreed
• Provide clear direction to Call Center Supervisors and team members to drive organization strategies and initiatives

#LI-Onsite

To succeed in the role, you will need to have:

• Native or proficient English both verbal and written (C1 mandatory)
• Strong verbal and written communication skills (mandatory)
• Minimum of 2 years previous Call Center experience
• Evidence of effective interpersonal, coaching, and leadership skills and experience
• Good organization/time management skills and problem-solving skills
• Ability to work with a variety of people from diverse backgrounds
• Ability to organize and prioritize, set priorities and multi-task
• Ability to adhere to all organizational policies and procedures
• Ability to provide feedback in a positive and supportive manner
• Ability to assess agents’ professional, linguistic, technical and diagnostic skills, identify strengths/weaknesses and recommend solutions
• Able to effectively use Microsoft applications (i.e.: Word, Excel, PowerPoint, Project, Outlook, etc.)
• Strong knowledge of key functional areas including workforce management, forecasting, performance management, process improvement, quality assurance, technology, and reporting
• Experience working in a metrics-driven environment with responsibility creating and executing plans to achieve desired results
• Must hold EU citizenship or valid work permit for Greece
• Be a local candidate since the position is office based in Athens

Education and experience:

• 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) 

Knowledge/abilities:

• 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

Specific Requirements (when necessary):

• Availability to travel
• Out-of-hours support

Go further with Foundever™

What's in it for you? We give our people the tools and the freedom to learn, grow, have fun and be themselves.

• 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)

Apply Today!

At Foundever, we recognize that our success is rooted in the diversity of our team, and we firmly believe that our differences are a powerful asset.
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.
Our mission is to support you in achieving your goals by providing the guidance and resources you need to reach new heights.
 

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