Customer Care Team Leader, Metlen Group

Customer Care Team Leader

Metlen Group

Location:
Greece, Paiania

Category:
Customer Service

Contract Type:
Not provided

Salary:

Not provided

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Job Description:

Overseeing the daily operations of the outsourced call center function, ensuring high-quality customer service delivery, monitoring performance against KPIs, and acting as the key liaison between our company and the external outsourcing partner.

Job Responsibility:

Serving as the primary liaison between the company and the outsourced customer service provider, ensuring effective communication and coordination
Monitoring daily performance metrics to ensure adherence to KPIs, SLAs, and company quality standards
Providing coaching, feedback, and support to the external team to maintain high service levels
Collaborating with internal departments to resolve escalated customer issues and implement process improvements
Analyzing performance data and preparing reports with actionable recommendations for service enhancement
Managing resource planning and workforce adjustments, including visiting the outsourcing partner’s premises when necessary

Requirements:

Bachelor’s degree in Management, Business Administration, or a related field
2+ years’ experience in a call center team leader or supervisory role, including team management
Proven experience working with or managing outsourced customer service teams
Strong communication skills and very good command of English
Proficiency in CRM systems and call center technologies
Must hold a valid driver’s license and be able to travel as needed

Nice to have:

People & Personal growth
Results orientation & Safety excellence
Collaboration & Trust
Empathy & Effective communication
Flexibility & Adaptability

What we offer:

Competitive remuneration package
Ticket Restaurant Card
Group Health Insurance program
Protergia discount on electricity and natural gas bill
Pension Plan

Additional Information:

Job Posted:
June 05, 2025

Employment Type:

Fulltime

Work Type:

On-site work

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