Position: Line Manager
Location: Porto, Portugal
Employment type: Full-time


DUTIES AND RESPONSIBILITIES:

• Lead and develop a team of around 15 Customer Service Representatives (CSRs) to meet performance targets, ensure quality, and satisfy client and end-user needs
• Actively manage the team using the relevant management systems, including fulfilling relevant forms
• Conduct performance analysis, coach team members, and hold periodic sessions to ensure continuous improvement
• Regularly monitor CSR interactions to ensure client requirements are met, offering coaching to enhance quality and productivity
• Provide real-time transaction support and ensure service levels are met to maintain productivity and operational margins
• Conduct team meetings to foster involvement, innovation, and improvement
• Support CSRs in handling customer interactions across various channels, including calls, chat, email, and more
• Implement company-wide strategies, contribute to department strategic plans, and ensure team compliance with all internal policies (GDPR, GECSP)
• Promote continuous improvement through innovative ideas, motivating team members, and contributing to the company's success.

REQUIREMENTS:

• Native / fluent in Greek both verbal and written. Fluent in English
• Minimum of two years in customer experience management or related industries
• Higher education degree is mandatory
• Proficiency in Microsoft Office (Excel, Word, Power Point), internet applications, and project tools
• Strong interpersonal skills, team-building and management abilities, achievement-oriented mindset, and job motivation
• Coaching and mentoring capabilities, project management knowledge, and reporting tool proficiency will be trained if necessary.

BENEFITS:

• Excellent remuneration package based on experience, skills and performance
• Be part of a dynamic multilingual, multicultural and creative team with positive and friendly atmosphere
• Opportunity for personal and professional growth within a dynamic team environment
  
• Training and development programs, including coaching skills and project management tools
• Chance to implement innovative ideas and drive continuous improvement within a global organization
• Exposure to diverse languages and cultures through interaction with global customers
• Flexibility to contribute to strategic planning and company-wide initiatives.