About Foundever™
Foundever™ is a global leader in the customer experience (CX) industry. With 170,000 associates across the globe, we’re the team behind the best experiences for +750 of the world’s 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.
We are looking for a talented and accomplished English Speaking Operation Manager for Athens, to be responsible for managing a full operation, providing leadership and direction to a number of teams in order to achieve Client and Corporate goals.
As an Operation Manager, your daily responsibilities will include:
- Direct involvement in the recruitment, selection induction and ongoing skills development for all direct reports, ensuring we attract and retain the best talent
- Line management responsibility for all Team Managers
- Ensure metrics are consistently achieved and appropriate actions taken to address any shortfall
- Undertake formal quarterly performance reviews and 1:1 meetings with direct reports against KPI’s
- Apply a process of continuous review and proactive management of absenteeism and attrition across all Teams taking appropriate action where necessary
- Management of any campaign migration or new business implementation
- To ensure actions from Employee Satisfaction survey are implemented and continuously reviewed
- Overall accountability for training, development and mentoring of direct reports to provide opportunities for skills expansion and career development
- Facilitate a culture of open and honest 2 way communication ensuring key messages are cascaded and rewarded for outstanding achievements/performance in line with company mission and values
- Manage client relationship at an operational level in terms of coordinating information and data requests and delivery of these within agreed timescales and to required quality
- Co-ordination of responses to any client change control requests
- Ensure call monitoring monthly across representative sample of all transaction types and appropriate action taken to correct any shortfall
- Ensure client satisfaction surveys are undertaken and action plans implemented and reviewed
- Management of any client escalations relating to the Operational team’s performance
- Apply process for tracking of client satisfaction and complaints in terms of response and resolution
- Ensure process audits are completed quarterly for each customer related transaction and improvement plans agreed
- Preparing, analyzing and presenting data to the client as part of monthly performance reviews
- Action commercial decisions affecting P&L
- Ensure forecasts and work schedules are accurately completed using relevant client information and scheduling tool
- Ensure integrity and accuracy of financial reporting and analysis on both site and client level based on Sales
- Ensure budgeted revenue and EBITDA is achieved, by ensuring clients are invoiced for all ’billed hours’
Go further with Foundever™
What's 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 & Personal Trainer)
To succeed in the role, you will need to have:
- Native or proficient level in Engish (C2 mandatory) with excellent verbal and written communication skills
- Advanced level (C1 at least) in any other European Language with strong verbal and written communication skills would be a plus
- Ability to give constructive feedback to CSRs which lead to performance improvement
- Logical and objective approach to call assessment
- Ability to make fair and consistent judgments and decisions
- Ability to influence behavior
- Availability to travel
- Ability to adhere to all organizational policies and procedures
- Ability to give constructive feedback to the team members which lead to performance improvement
- Must hold EU citizenship or valid work permit for Greece
- Be a local candidate or willing to relocate to historic Athens, Greece
Education and experience:
- College degree or directly related work experience
- Min. 2 years’ experience in customer support environment as a Team Manager. Background as supervisor in Customer Support (BPO Industry)
Knowledge/abilities:
- Evidence of effective interpersonal, coaching, and leadership skills
- Good numeric and verbal reasoning skills
- Effective time management
- Ability to organize and prioritize, set priorities and multi-task
- People oriented
- An element of gravitas
- Experience with policy work
- Early adopter of technology
- Dependable, reliable and able to perform duties with minimum supervision
- Ability to interact positively with staff at all levels
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.
Follow us.
CallCenterNinja