Team Leader, Contact Center
ICAP Contact Center is a member of ICAP OUTSOURCING SOLUTIONS, the leading business to business services provider in Greece with more than 55 years of successful operation. Its high-level technical knowledge is incorporated to the ICAP Contact Center’s procedures and methodology and is offered in a value-added format to ICAP Contact Center’s customers.
ICAP Contact Center is dedicated in providing high level contact center services as an outsourcing services provider to the largest organizations in Greece, having established successful long-term cooperations through achieving its customers’ goals and preserving win-to-win relationships.
We are looking for a qualified Team Leader for our Customer Service – Inbound projects to supervise a group of Representatives and provide guidance, instruction, training, and leadership skills to inspire the team to perform at their optimum.
Duties & Responsibilities:
- Manage the day-to-day activities of the team
- Monitor team’s performance and report on KPI’s
- Provide coaching to improve employees’ productiveness and communicate with team members about their performance
- Motivate team members
- Discover training needs and provide coaching
- Get feedback and resolve any issues or conflicts
- Keep Management informed about recurring issues
- Bachelor's Degree in Business Administration or in relevant field
- Minimum 2 years of proven work experience as a contact center team leader especially regarding inbound projects
- Knowledge of call center KPI’s
- Experience with performance evaluation procedures
- Excellent communication and leadership skills
- Organizational and time-management skills
- Ability to deal with demanding customers
- Energetic and can-do attitude
- Excellent knowledge of MS Office
- Proficient in English
Our Company offers:
- Private insurance scheme
- Bonus scheme
- Annual Performance Management process
- Innovation-driven working environment
- Continuous training opportunities
- Opportunity to work and develop in a fast-growing organization
All information received will be treated with strict confidentiality.