👥 Do you have experience leading teams in a customer service or contact center environment?
🌍 Are you fluent in both German and English and confident using them in a professional setting?
🚀 Are you ready to take the next step in your career within a fast-paced, international environment?
ManpowerGroup Greece, on behalf of our client, a global customer care and technology company is seeking a German Team Leader.
📌 Location: Syntagma, Attiki
📍 Working Model: On – site
📅 Working Days: Monday – Sunday (5 days per week)
🕒 Working Hours: 8 hours per day (rotating shifts covering a 24/7 operation)
What you will do:
As a Team Lead, you will guide a team of Customer Service Representatives, ensuring high-quality service delivery and operational excellence. You will provide front-line support and direction to ensure a consistent and positive customer experience. You will also maintain in-depth knowledge of the partner’s brand, products, promotions, and processes, while supporting team development through coaching, performance evaluations, training, and career pathing initiatives.
More specifically:
- Manage and supervise Customer Service Representatives (CSRs)
- Ensure effective training, professional development, and employee engagement to prepare, grow, and retain employees
- Manage operational performance to meet Key Performance Indicators (KPIs) and Service Level Agreements (SLAs)
- Analyze reports and statistical data to measure performance levels and identify root causes of underperformance
- Apply critical thinking to develop solutions that improve business performance and partner success
- Motivate teams through relationship building and real-time coaching
- Develop incentive programs to encourage CSRs to achieve desired outcomes
- Coordinate changes in staffing schedules in collaboration with the Operations Support Team and/or Workforce Management Team
- Collaborate with other departments within the organization (HR, IT, etc.) to resolve issues effectively
- Bring in-depth operational knowledge and a well-informed perspective when participating in partner meetings
- Develop expert-level knowledge of all partner products and promotions
- Demonstrate a strong work ethic and commitment to achieving the best possible outcomes
- Act as a role model and exemplify “Our 10 Things” (company cultural values)
What we are looking for:
- University degree in Business or a related field
- 1–2 years of experience in the contact center and/or customer service industry, including at least 1 year in a Team Lead/Supervisory role
- Experience handling escalated issues in a contact center environment
- Fluency in German and English (written and spoken)
- Basic knowledge of Google Suite (Sheets, Slides, Docs, Drive) will be considered an asset
- Ability to type 30 WPM with accuracy
- Strong ability to use spreadsheet applications for operational reporting
- Excellent time management, organizational, and prioritization skills
- Ability to work independently and as part of a team in a fast-paced environment
Compensation package and Benefits:
✔️ Competitive compensation & full benefits package
📖 Continuous training on innovative products and solutions
👥 Recruitment Process:
If you’re interested in this role, feel free to apply directly. Our consultants will contact the candidates who meet the profile’s requirements to arrange an interview.