Adecco HR is the global leader in HR services, certified in Greece with ISO 9001:2015 in the field of search and selection services and temporary placement. Adecco is currently seeking, on behalf of its client, ZeniΘ, for a dynamic professional to cover the following position:
Customer Operations Back Office Supervisor (Thessaloniki)
Job Description
- Supervise and coordinate the activities of the back office team, including task allocation, performance monitoring, and coaching.
- Provide guidance, feedback and support to the employees.
- Set and monitor workload and productivity metrics for all team members to maintain operational efficiency
- Collaborate with other departments to resolve escalated issues and improve end-to-end customer processes
- Develop and implement standard operating procedures (SOPs) and ensure compliance with internal policies
- Identify areas for process improvement and lead initiatives to streamline operations and reduce errors
- Prepare regular reports on team performance, set operational KPIs, and customer behavior
- Support training and development of team members and onboarding members, to ensure high-quality service delivery
- Act as a point of contact for audits and ensure proper documentation and record-keeping
- Make monitor checks to ensure quality assurance
- Respond to customer’s messages/ requests/ complaints via email, phone or internal systems in a professional and timely manner
- Serve customer’s digital requests
- Adhere to company standards and compliance requirements
- Participate in the company’s trainings