French speaking Senior Team Manager 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.

As the Senior Team Manager reporting to the Operations Manager you will lead and coordinate a group of Team Managers responsible for different markets. Your primary focus will be on supporting and guiding these Team Managers in handling people matters achieving operational targets coaching providing feedback and serving as a vital link between the Team Managers and the Operations Manager. Your strategic mindset and leadership skills will play a key role in driving performance fostering teamwork and ensuring alignment with the companys mission and values.

Your daily responsibilities will include:

• Lead a cohesive group of Team Managers each overseeing Advisors within their designated market and facilitate effective coordination between these managers
• Provide guidance and support to Team Managers in addressing absenteeism and attrition concerns ensuring timely return-to-work procedures and thorough exit interviews
• Oversee the work performance of Advisors under different Team Managers ensuring adherence to established KPIs. Intervene with appropriate corrective measures using performance management tools when performance falls short
• Conduct formal quarterly performance reviews and monthly 1:1 meetings with each Team Manager ensuring that objectives are linked to business KPIs and promoting continuous improvement
• Champion efforts to acknowledge and reward exceptional performance among Advisors aligning recognition practices with the companys mission and values
• Offer clear directions to ensure that all Advisor teams consistently meet key performance metrics
• Foster an environment of transparent open communication ensuring that important messages are effectively communicated to all team members
• Encourage the exchange of feedback sharing of ideas and dissemination of best practices
• Cultivate a collaborative environment where Advisors are committed loyal and take pride in their roles
• Implement actions derived from employee satisfaction surveys and regularly review their effectiveness
• Coach develop and motivate Team Managers equipping them with the skills and knowledge needed for effective leadership. Create opportunities for their skill enhancement and professional growth
• Continuously monitor Advisor interactions using established protocols employing both on-desk and remote monitoring methods across various transaction types to ensure consistent performance metrics
• Ensure the Operations Manager is promptly informed of any client/campaign issues and participate in devising appropriate solutions.
• Drive strategies to enhance client satisfaction survey scores guiding Team Managers in taking necessary actions to improve overall client satisfaction.
• Oversee the implementation of GOS (Global Operating Standards) processes within Advisor teams

To succeed in the role you will need to have:

• At least12 monthsof experience as aTeam Manager/Team Leaderwith at least9 monthsexperience within the BPO industry
• Native/Proficient French with at least C1 level proficiency in both verbal and written communication (mandatory)
• Proficient inEnglishwith at least C1 level proficiency in both verbal and written communication (mandatory)
• Capable of delivering constructive feedback to CSRs and Team Manager/Team Leaders leading to measurable performance improvements
• Demonstrates exceptional verbal and written communication skills
• Possesses a logical and objective approach to call assessment
• Exhibits effective time management skills
• Demonstrates strong organizational and prioritization abilities with the capability to manage multiple priorities concurrently
• Strong verbal and written communication skills
• Ability to work with a variety of people from diverse backgrounds
• Ability to make fair and consistent judgments and decisions
• Ability to solve problems and offer suggestions
• Ability to adhere to all organizational policies and procedures
• High quality awareness and self-motivation
• Structured process- solution- and result-oriented way of working
• Flexible and able to work under pressure
• People oriented
• Structured way of working
• Knowledge of Foundever policies procedures products and services.
• Very good knowledge in the use of MS-Office
• Strong coaching ability
• Must be within commutable distance to the office (Victoria Athens area) as the role is office based
• Must hold EU citizenship or valid work permit for 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
• 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)

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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