Onboarding Team Leader – Athens, Greece

About the Position

Onboarding Team Leader – Athens, Greece

We are seeking an Onboarding Team Leader for our Athens, Greece office to manage the customer onboarding team and drive operational excellence.

Responsibilities

• Supervise the customer onboarding team and provide support for operational initiatives.
• Analyze and prioritize tasks for employees. Maintain employee workloads to ensure customer onboarding requirements are met.
• Manage the onboarding call flow processes.
• Interact with Business Partners as needed including:
  • Analyze and manage onboarding program trends and progress.
  • Recommend process improvement and enhancement opportunities for training customers in the onboarding process.

Requirements

Education

• Further Education college or similar: A Levels/ Highers/ ONC

Experience

• Must have experience in managing and coaching others and improving individual and team performance in a call centre environment.
• Outsourced Inbound Contact Centre or Case Management experience would be an advantage.
• Thorough understanding of contact center technologies, CRM systems, and their respective reporting systems – preferred skills.
• Ability to lead and motivate teams towards quality, quantity, and development objectives, achieving required results as agreed with the client.
• Ability to monitor, give feedback, and appraise direct reports, driving increased performance and achievement of objectives.
• Demonstrate initiative in leading the team and be seen to be a driving force within the centre, role modeling behavior in line with the company’s values.
• Able to meet targets and handle a high-pressure environment through leading and managing others.
• Excellent computer literacy, proficient Microsoft Office (Word, Excel, PowerPoint, and Outlook).
• Excellent oral, written, and interpersonal communication skills.
• Excellent time management, planning, and organizational skills.
• Ability to break down silos and build cross-team, site, and brand relationships.
• Highly developed interpersonal skills and an understanding of what motivates people to commit and perform.
• Recognize the importance of balancing tasks (getting the job done) and people – ensuring that team members are focused on their performance.
• Exhibit patience and tolerance and make decisions without prejudice.
• Demonstrate dependability by completing assignments and meeting commitments.
• Ability to perform in a fast-paced environment with minimal supervision.
• Good facilitation, negotiation, and presentation skills.
• Understand the need for flexibility and strong team leadership when communicating and implementing change.
• Detail-oriented with strong organizational skills, time management, and planning.
• Self-starter who demonstrates a high level of initiative, resourcefulness, and ability to work independently.

We Offer

• Working Schedule: 09.00 a.m-17.00 p.m, in new offices in Leoforos Syggrou.
• Performance bonus: Upon Performance
• Contract: Permanent

About the Company

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