Danish speaking Team Manager for Foundever Athens, Greece

About Foundever

Foundever is a global leader in the customer experience (CX) industry. With 170000 associates across the globe were the team behind the best experiences for 750 of the worlds 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 Danish speaking Team Manager to be responsible for supervising an assigned team to meet or exceed client / corporate goals and for coaching and motivating advisors by providing the skills and knowledge to perform their job.

As a Team Manager in this project your daily responsibilities will include:

• Apply a process of continuous review and proactive management of absenteeism and attrition for all Advisors in the team ensuring return to work and exit interviews are completed.
• Continually review and monitor work performance of all Advisors against agreed KPIs instigating appropriate corrective action using performance management tools to manage any shortfall.
• Undertake formal quarterly performance reviews and 1:1 monthly meetings with each Advisor ensuring objectives are continuously reviewed and linked to business KPIs.
• Ensure Advisors are recognized and rewarded for outstanding achievements/performance in line with company mission and values.
• Provide clear direction and guidance to ensure consistent achievement of key performance metrics.
• Facilitate a culture of open and honest 2 way communication ensuring key messages are cascaded to all team members encouraging feedback and sharing of ideas and best practice.
• Maintain an environment which supports the spirit of teamwork where Advisors are committed loyal and take pride in working for the company; ensure actions from employee satisfaction survey are implemented and continuously reviewed.
• Coach develop and motivate Advisors by providing the skills and knowledge to perform their job together with opportunities for skills expansion and career development.
• Continuously monitor Advisor calls in line with CLOE either via deskside or remote monitoring across a sample of transaction types ensuring performance metrics are consistently achieved.
• Ensure accurate and timely communication of any client/campaign issues to Operations Manager.
• Ensure appropriate actions are taken to improve client satisfaction survey scores.
• Implementation of the GOS processes.

To succeed in the role you will need to have:

• Native our proficient Danish (C2)(mandatory)
• Advanced level of English (at least C1) both verbal and written(mandatory)
• Minimum of 12 to 18 months of call center experience preferably as Team Manager or product specialist
• Evidence of effective interpersonal coaching and leadership skills
• Excellent telephone keyboard verbal and written communication skills
• Effective time management
• Ability to give constructive feedback to CSRs which lead to performance improvement
• Logical and objective approach to call assessment
• Ability to organize and prioritize set priorities and multi-task
• A curiosity and passion for Artificial Intelligence (AI) concepts and applications - experience of application/use of these in a business environment would be a plus
• Must hold EU citizenship or valid work permit for Greece
• Be a local candidate officebased position inAthens Greece

Go further with Foundever

Whats 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
• Permanent contract
• 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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